Zendesk has unveiled a range of innovations, including AI-driven agents for omnichannel support, an upgraded agent copilot, advanced voice capabilities, and a new agent builder. These offerings allow businesses to provide user-friendly, scalable, and significant business outcomes-generating services.
“AI is bridging the gap between high quality service, at a lower cost, while delivering personalised experiences. Our latest innovations, including voice AI, assist human agents in working efficiently alongside AI to deliver tailored, efficient service. This partnership leads to faster issue resolution, higher customer satisfaction and provides valuable insights,” comments Tom Eggemeier, CEO, Zendesk.
Omnichannel AI Agents
These autonomous bots can resolve customer issues independently or with human agents across various channels, including voice interactions. Introducing a new AI agent builder makes setup and customization seamless, requiring no training.
Enhanced Agent Copilot
This feature possesses greater autonomy and proactive capabilities, enabling it to anticipate customer needs, provide recommendations, and deliver real-time insights during voice calls, including sentiment analysis.
Supercharged Insights
Zendesk now offers more AI-driven insights to analyze customer interactions, extract vital information, and generate real-time business intelligence. This will allow customer experience teams to enhance workflows and optimize agent performance.
With these AI-powered innovations, businesses can automate up to 50% of voice interactions through a partnership with Poly.ai.They can also provide instant, precise responses using generative AI and customizable conversation flows.
In addition, businesses gain deeper insights into customer needs and proactively address potential issues.
