Zendesk has unveiled significant AI advancements that enable companies to immediately achieve tangible benefits, including enhanced customer satisfaction, lowered expenses, and greater customer loyalty.
Zendesk's AI offering includes the deployment of generative AI-powered bots that swiftly provide customers with answers. Furthermore, agents, administrators, and managers can access a wider range of AI tools to personalize and improve customer experience solutions.
In the realm of AI for voice interactions, agents can now receive AI-generated summaries and transcripts of conversations. Also, businesses can now utilize advanced measures for data privacy and protection, to help them manage customer data and ensure the secure deployment of generative AI technology.
"Constant AI innovation is the new reality for CX leaders. While this promising technology unlocks incredible opportunities, it also adds pressure to deploy rapidly evolving capabilities in a timely manner and deliver meaningful business value. Zendesk is the best partner for businesses during this transformative time. We bring a powerful combination of deep CX and AI experience to provide capabilities that allow CX teams to be more efficient and empathetic. This improves customer and employee satisfaction and delivers cost efficiencies and revenue growth," said Tom Eggemeier, CEO, Zendesk.
Smooth conversations with customers
The latest generative AI features aim to create more genuine and natural customer conversations. According to the 2023 Zendesk CX Trends Report, nearly 70% of consumers anticipate that most companies will employ generative AI to enhance customer experiences.
Zendesk's new generative AI capabilities enable bots to extract essential information from various help center articles, resulting in more conversational customer interactions. These enhancements enable customer support agents to resolve requests more quickly and consistently by considering contextually similar previous cases. Moreover, administrators can review AI-generated intent suggestions that fill in gaps in responses, and they can also adjust the bot's tone to align with the brand's persona, whether it's more casual or professional.
Meeting the needs of various industries
Zendesk AI is broadening its intent detection capabilities to cater to industries like Insurance and travel/tourism, among others. Companies in these sectors can customize and fine-tune common intents to suit their specific requirements. For instance, they can use it to identify frequently asked questions from travelers and quickly route them to agents who specialize in handling these issues.
AI for Voice
Furthermore, Zendesk has introduced AI for Voice, which streamlines the work of agents handling phone calls by summarizing the conversation, providing a transcript, and recognizing customer sentiment. This automation saves time and enables agents to concentrate on resolving customer issues effectively.
Enhanced security and protection
In response to the rising demand for AI-powered and personalized customer experiences, businesses are placing a greater emphasis on safeguarding data throughout the customer journey. Zendesk aims to enhance security by providing auditability, encryption, and business continuity measures. Additionally, the company holds various certifications such as FedRAMP and ISO certifications and implements compliance controls to meet the requirements of regulations like HIPAA and GDPR.
Additionally, the company has introduced an Advanced Data Privacy & Protection package to enhance its existing offerings. This package grants companies more control and adaptability when managing customer data.
The package offers stronger and more targeted encryption measures to safeguard business data. It also provides improved security and visibility by maintaining detailed data access logs. Businesses can secure privacy protection by specifying what data is displayed and retained.
In other news, Zendesk has completed the acquisition of Tymeshift, an AI-powered modern workforce management (WFM) solution built exclusively for Zendesk customers.
