Zendesk Announced the World’s Most Complete Service Solution for the AI Era

Introduction

Zendesk AI unveils the industry’s most complete service solution for the AI era. Autonomous AI agents, workflow automation, agent copilot, Workforce Management (WFM), and Quality Assurance (QA) powered by Zendesk AI are available to help businesses provide excellent service. Thousands of firms utilize Zendesk AI, the company’s fastest-growing product, to manage service quality and expand. It automates 80% of support requests and triples immediate, automatic resolutions. This reduces resolution times by 30% and boosts agent productivity by 10%.

AI agents are more than a tool—they change how organizations interact with customers. Zendesk is developing AI bots that autonomously handle simple and complex customer inquiries. These AI agents can handle complex use cases, interface with any knowledge base, and are fully customizable.

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Why Does This News Matter?

Zendesk also introduced Agent Copilot, a proactive guide that learns from prior experiences to help human agents streamline workflows, anticipate customer needs, and improve future encounters. To improve customer satisfaction, Agent Copilot helps human agents resolve issues faster and more accurately.

• 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.

Benefits

• Predictive Workforce Tools with forecasting algorithms and greater control over workforce deployment, so supervisors see change happening in 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.