Zendesk has unveiled a comprehensive service solution for the AI era at its Relate global conference in Bangalore. Zendesk is introducing autonomous AI agents, workflow automation, agent copilot, and AI-powered Workforce Engagement Management (WEM) and Quality Assurance (QA) capabilities.
As support volumes are projected to increase fivefold in the coming years, businesses require a system that continuously adapts and improves.
Tom Eggemeier, CEO of Zendesk, emphasised AI’s potential in enhancing customer experience. “We’ve seamlessly integrated AI into our products in a way that enables businesses to deliver proactive, personalised service that, above all else, makes it easier for the human on the other end,” he said.
India’s consumer market is poised for significant growth, as explained by Vasudeva Rao Munnaluri, RVP India & SAARC at Zendesk. Generative AI solutions are designed to support Indian businesses in achieving operational efficiency and productivity while delivering exceptional customer experiences.
Zendesk AI, the company’s fastest-adopted product, is utilised by thousands of companies to manage service quality and drive business growth. It can automate up to 80% of support requests and triple immediate resolutions, reducing resolution times by 30% and boosting agent productivity by 10%.
“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.”
AI agents represent a significant shift in customer engagement, offering end-to-end resolutions and customization options. Additionally, the Agent copilot uses past experiences to guide human agents, optimising workflows and improving customer interactions.
Zendesk is also launching AI-powered Workforce Management (WFM) and Quality Assurance (QA) tools to enhance customer service operations. These include predictive workforce tools for real-time staffing adjustments and voice QA for evaluating call transcripts and coaching agents.
María de la Plaza, Head of Community Operations at SoundCloud, highlighted the importance of Zendesk QA in identifying and addressing knowledge gaps. This has led to improved agent performance and higher CSAT scores.
Zendesk ensures trust and control in AI-powered technology by offering complete control over AI deployments and rigorous safeguards for security and privacy compliance. Sheryl Kingstone, Managing Analyst at S&P Global Market Intelligence, stated that businesses are investing more in AI for its personalised customer service capabilities.
Zendesk provides a range of customer service tools and supports ticketing systems that are commonly utilised by multiple brands across the globe to manage and streamline their customer interactions. These new LLM-powered solutions by Zendesk help call centre agents efficiently handle customer inquiries, track and prioritise tickets, and provide a seamless customer support experience.
“By integrating LLM features into our intelligence panel, we anticipate doubling agent productivity. The panel offers reply recommendations, and conversation summaries, and allows agents to finetune their responses, resulting in enhanced efficiency,” Cristina Fonseca, head of AI, Zendesk, told AIM.
