At its recent Relate global conference, Zendesk announced the launch of autonomous AI agents, workflow automation, agent copilot, Workforce Management (WFM) and Quality Assurance (QA) capabilities, all powered by Zendesk AI to offer a complete service solution.
“We’ve known for years that minimising 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,” Zendesk CEO, Tom Eggemeier said.
“That’s why 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.”
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% of support requests and generates a three-fold increase in immediate automated resolutions. This contributes to a 30% decrease in resolution times and helps agents be at least 10% more productive.
According to Zendesk’s recent research, 75% of Australian CX leaders are rethinking their entire customer journey due to emerging technology like generative AI.
Zendesk country leader for Australia and New Zealand, Kellie Hackney believes it’s time for businesses to go one step further and take action on bringing these solutions into their stack – not just for customer retention but as a pivotal part of their overall growth strategy.
“Australian businesses have a unique opportunity at this time to harness transformational AI solutions to get ahead of their competition,” she said.
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 customisation to handle intricate use cases. Zendesk’s Agent copilot is a proactive guide that continuously learns from past experiences to help human agents streamline workflows, anticipate customer needs, and improve future interactions.
Zendesk is also launching Workforce Engagement Management (WEM) and adding WFM and QA capabilities that enable businesses to provide accurate and fast resolutions as they optimise staffing levels and agent schedules in real-time.
New capabilities include predictive workforce tools with forecasting algorithms and greater control over workforce deployment, voice QA evaluates call transcripts, scores calls, and identifies outliers for coaching and review, and QA for AI Agents evaluates 100% of AI Agent interactions and uses AI to spot interactions that require human intervention, including churn risks, incorrect workflows, and knowledge centre updates.