CX leader launches AI agents, agent copilot,
and AI-powered Workforce Engagement Management (WEM) to power
exceptional service
SAN
FRANCISCO and LAS
VEGAS, April 16, 2024 /PRNewswire/ -- Today at
its Relate global conference, Zendesk announced the world's most
complete service solution for the AI era. With support volumes
projected to increase five-fold over the next few years, companies
need a system that continuously learns and improves as the volume
of interactions increases. To help businesses deliver exceptional
service, Zendesk is launching 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," said Tom Eggemeier, CEO,
Zendesk. "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."
Zendesk AI, the fastest adopted product in the company's
history, is now used by thousands of companies to manage service
quality and accelerate business growth. It automates up to 80
percent of support requests and generates a three-fold increase in
immediate, automated resolutions. This contributes to a 30 percent
decrease in resolution times and helps agents be at least 10
percent more productive.
"Zendesk AI will provide value by automating tasks and routing
tickets, allowing us to respond to customers faster and enabling
our associates to focus on high-value activities such as proactive
sales motions," said Alicia Monroe,
Regional CIO at Ingram Micro. "With Zendesk, we've seen increased
productivity for our own associates and improved optimization of
our operations overall. As more teams adopt Zendesk, that
efficiency has grown, which is a foundational element to provide
the best experiences for our customers, vendors, and
associates."
Next generation AI Agents and Agent copilot transform CX into
a competitive advantage
AI agents are not just a tool, but a necessary and fundamental
shift in how businesses engage with their customers. Zendesk is
launching AI agents that autonomously interact with customers and
provide end-to-end resolutions for both simple and complex
inquiries. These AI agents are highly sophisticated, integrate with
any knowledge base and offer full customization to handle intricate
use cases.
Zendesk is also introducing Agent copilot, a proactive guide
that continuously learns from past experiences to help human agents
streamline workflows, anticipate customer needs, and improve future
interactions. With Agent copilot, human agents can be more
efficient and deliver faster, more accurate resolutions to increase
customer satisfaction. Additional AI-powered capabilities announced
include:
- Personalized intents to provide agents with a granular
understanding of unique customer needs to deliver more accurate
answers and higher quality service.
- More advanced generative AI tools that give admins easy ways to
create robust knowledge bases and use generative search, boosting
service efficiency and quality.
- New AI reporting to allow leaders to track and measure key KPIs
and AI predictions, enabling businesses to measure impact and
optimize operations.
AI-powered Zendesk WFM and Zendesk QA help companies
anticipate and act on customer needs
As AI drives up the speed, frequency and complexity of customer
engagement, only AI-powered WFM and QA can keep up as companies
work to manage high-quality customer service operations. Zendesk is
launching Workforce Engagement Management (WEM) and adding WFM and
QA capabilities that enable businesses to provide accurate and
fast resolutions as they optimize staffing levels and agent
schedules in real-time. New capabilities announced include:
- Predictive Workforce Tools with forecasting algorithms and
greater control over workforce deployment, so supervisors see
change happening real time and quickly adapt agent scheduling.
- Voice QA evaluates call transcripts, scores calls, and
identifies outliers for coaching and review.
- QA for AI Agents evaluates 100 percent of AI Agent interactions
and uses AI to spot interactions that require human intervention,
including churn risks, incorrect workflows, and knowledge center
updates.
"We have a complex product that requires continuous agent
training and Zendesk QA is essential for us to identify and fill
knowledge gaps in the team," said María de la Plaza, Head of
Community Operations, SoundCloud. "By analyzing all of our
conversations, we can accurately determine what information to add
in our macros and update outdated content in our Help Center to
offer better support to our Community. This has improved agent
performance and increased our CSAT score — all contributing to a
transformed customer service organization."
Choice and control help companies build trust in AI-powered
technology
Because businesses adopting AI solutions must build trust in the
technology, Zendesk offers companies complete control over their AI
deployments, with rigorous safeguards to support compliance with
security and privacy regulations. The company remains committed to
helping customers manage data securely and privately with new
features that empower customers to automatically identify personal
information for deletion with AI-powered redaction suggestions.
"Businesses are steadily increasing their investments in their
CX strategies because they know it's a competitive differentiator,
with AI taking the top spot for future investments" said Sheryl
Kingstone, Managing Analyst, Head of Experiences at S&P Global
Market Intelligence, 451 research. "Companies like Zendesk offering
personalized customer service at scale, with trust and security as
a foundational layer, are changing CX as we know it, allowing for
an exponentially larger volume of inquiries without sacrificing
quality. Companies just starting on their AI journey or
well-established on their path to intelligent and complex
automation will benefit from the personalization and level of
customization that was not possible with AI even a few years
ago."
For more from Zendesk Relate, watch on-demand recordings of the
keynote and select sessions. For a deeper dive into the company's
vision for AI-powered service, visit the Zendesk Newsroom.
About Zendesk
At Zendesk, we're on a mission to power exceptional service for
every person on the planet. As the industry leader in customer
experiences, we help businesses bring together the best of AI
agents, workflow automation, and human agents for their customers
and employees. With our software and expertise, businesses deliver
service that increases customer loyalty and drives revenue at a
reduced cost. Learn more at www.zendesk.com.
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SOURCE Zendesk, Inc.
