Zendesk is enhancing its customer experience platform with advanced artificial intelligence. The company is expanding its Zendesk AI solution, introducing sophisticated AI agents, an agent copilot, and new capabilities aimed at optimizing support staffing and improving the quality of AI-driven responses and case resolutions. These innovations create a comprehensive solution that brands need for managing both the volume and quality of customer interactions.
Currently, an estimated 10-20% of customer support interactions are automated, while the majority still require human intervention. As AI technology rapidly evolves, companies are leveraging it to handle more support tickets and reduce costs.
Embracing AI Agents
“In the past, we focused on rules and workflows. Now, with generative AI and large language models, we see a significant improvement in AI agents' effectiveness,” said Zendesk CEO Tom Eggemeier in an interview. “Our advanced customers are achieving 80% to 90% automated resolutions, fulfilling the promise of personalized and proactive customer service.”
Eggemeier emphasizes that swift and efficient resolutions make customers happy. He acknowledges past technology issues but believes Zendesk has overcome those challenges, enhancing satisfaction for both companies and consumers.
Next-Generation AI Agents
Zendesk's new AI agents utilize Zendesk AI, powered by OpenAI and proprietary models tailored by Zendesk. These bots can autonomously engage with customers, understand their needs, and provide tailored resolutions. The AI is designed to integrate with any knowledge base and address complex use cases.
Cristina Fonseca, the head of AI at Zendesk, notes, “Our CX-specific models achieve 30% better accuracy in understanding customers compared to generic models. We designed our AI to guide customers in adopting generative AI while fostering trust in the technology.”
In addition to AI agents, Zendesk is launching its Agent copilot, an intelligent assistant trained on historical customer service data. It analyzes current tickets and suggests solutions before human agents respond. Eggemeier highlights this as a paradigm shift, prioritizing the human agent's needs while enhancing their efficiency.
Revolutionizing Customer Interactions
According to Eggemeier, AI will not replace human agents. “There will always be a human element, even when using bots for customer interaction,” he assures. AI agents will alleviate mundane tasks, allowing human agents to focus on creative problem-solving. This integration provides agents with context, enabling a more empathetic customer experience and minimizing the need for customers to repeat their issues.
Workforce Management Solutions
Zendesk also introduces workforce management tools to optimize staffing in call centers. Administrators can accurately schedule human agents based on various factors, ensuring efficiency. The system can reroute calls to AI agents during peak times, utilizing predictive algorithms to ensure optimal resolution.
“While AI agents are often the most efficient option, human agents may be better suited for retaining high-value customers,” Eggemeier explains. The system allows businesses to intelligently route calls based on real-time capacity and customer needs.
Ensuring Task Effectiveness
Zendesk's latest feature, powered by the startup Klaus, evaluates all AI Agent interactions to identify those needing human intervention, thereby reducing churn and enhancing workflow accuracy. Eggemeier acknowledges that both humans and AI can make mistakes but emphasizes the need for collaboration to minimize errors and improve outcomes.
“Unlike other providers that sample 1-2% of interactions, our approach analyzes every conversation, helping us determine the effectiveness of AI agents versus human agents,” he states.
An Open Customer Experience Platform
Instead of committing to a single AI model, Zendesk embraces a diverse range of technologies. At the recent Relate conference, the company announced its support for Amazon Bedrock and Anthropic, offering its 100,000 customers the flexibility to utilize the large language model (LLM) of their choice.
“AI is revolutionizing customer and employee interactions, and mastering the best LLM technology is crucial for efficient deployment,” stated Adrian McDermott, Zendesk CTO. He hinted at more integrations to enhance the use of Zendesk AI in the future.
With these advancements, Zendesk aims to redefine the customer experience landscape, ensuring seamless and effective interactions across platforms.
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