At the Relate global conference, Zendesk unveiled a groundbreaking service solution tailored for the AI era, addressing the imminent surge in support demands. With projections indicating a five-fold increase in support volumes, businesses are seeking a system that evolves alongside these growing interactions. Zendesk is answering the call with a suite of innovative AI-driven features, including autonomous AI agents, workflow automation, agent copilot, Workforce Management (WFM), and Quality Assurance (QA) capabilities - all powered by Zendesk AI.
"We've known for years that minimizing customer effort is one of the strongest drivers of satisfaction and believe AI has massive potential to make the customer experience simpler and more enjoyable. That's why we've seamlessly integrated AI into our products in a way that enables businesses to deliver proactive, personalized service that, above all else, makes it easier for the human on the other end," said Tom Eggemeier, CEO, Zendesk.
Zendesk AI has quickly become the most widely adopted product in the company's history, enabling thousands of companies to enhance service quality and fuel business expansion. It boasts the ability to automate up to 80 percent of support requests and achieve a remarkable three-fold increase in immediate, automated resolutions.
Next-gen AI agents and Agent copilot
The next generation of AI agents and Agent copilot revolutionize customer experience, transforming it into a competitive edge. These AI agents autonomously engage with customers, delivering end-to-end solutions for simple and complex inquiries. Highly sophisticated and customizable, they seamlessly integrate with any knowledge base, offering tailored support for intricate scenarios. Agent copilot serves as a proactive guide, learning from past interactions to streamline workflows, anticipate customer needs, and enhance future interactions. With Agent copilot, human agents become more efficient, delivering faster and more accurate resolutions to elevate customer satisfaction.
Zendesk also introduces additional AI-powered capabilities, including personalized intents for granular understanding of customer needs, advanced generative AI tools for knowledge base creation and search optimization, and AI reporting for tracking and measuring key performance indicators and predictions.
As AI reshapes the landscape of customer engagement, Zendesk's AI-powered Workforce Management (WFM) and Quality Assurance (QA) tools stand as essential aids in managing high-quality customer service operations. Predictive Workforce Tools enable real-time forecasting and agile workforce deployment, while Voice QA evaluates call transcripts and identifies coaching opportunities. QA for AI Agents ensures the quality of AI interactions by spotting instances requiring human intervention, such as potential churn risks or incorrect workflows.
Partnering with AWS and Anthropic
To further enhance its efforts in AI development, Zendesk has unveiled a partnership with Amazon Web Services (AWS) and Anthropic, leveraging Amazon Bedrock and Anthropic's Claude 3 model family. This collaboration aims to provide Zendesk's vast customer base with faster, more efficient, and accurate AI features, enabling businesses to revolutionize customer engagement and support.
By harnessing Amazon Bedrock's managed capabilities for building generative AI applications and Anthropic's advanced AI models, Zendesk allows businesses to deliver personalized, immediate support experiences. With intelligent responses, personalized interactions, and AI-powered tools assisting agents, Zendesk customers can elevate service standards and enhance customer satisfaction effortlessly.
"There's never been a more important time to redefine what's possible in customer engagement and support. By harnessing Amazon Bedrock's fully managed capabilities to build generative AI applications with security, privacy, and responsible AI, Zendesk is set to empower businesses worldwide to deliver more personalized, efficient, and intuitive support experiences. Together, Zendesk and AWS are committed to ensuring that businesses are equipped with the tools they need to thrive in an ever-evolving digital landscape," said Atul Deo, General Manager of Amazon Bedrock at AWS.
