Zendesk integrates AI with intelligent triage to speed up CX responses

by | Sep 14, 2022 | Technology

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Customer service is a tough business, with multiple challenges that businesses need to address quickly in order to maintain the best possible customer experience.

In a bid to help organizations deal with customer service challenges more quickly, San Francisco-based Zendesk today announced a series of new artificial intelligence (AI)-powered features that aim to accelerate issue remediation and workflow. The new AI features have their basis in technologies that Zendesk gained in 2021 via the acquisition of Portugal-based startup Cleverly AI. The Cleverly technologies are now serving as a foundation to enable new incident triage and recommendation capabilities in the Zendesk Suite Enterprise Edition.

“At Cleverly, our mission was to make machine learning scalable within the CX [customer experience] industry and we were able to accomplish that,” Cristina Fonseca, formerly CEO of Cleverly AI and currently VP product at Zendesk, told VentureBeat.

AI is having a strong impact on customer service

In recent years, AI has become an increasingly common aspect of customer service workflows.

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At the most basic level is the near-pervasive use of AI powered chatbots that are intended to help consumers with simple questions and requests. AI is also helping call centers, providing automation and guidance for agents.

Multiple vendors in the broader customer experience and support market have embraced AI-driven technologies. Startup Capacity, which raised funding at the beginning of the year, provides technology to help organizations automatically organize information so it can be more easily accessed by customer support. In June, contact center leader Genesys bolstered its platform with AI capabilities it also gained via an acquisition, in an effort to better understand and improve customer experience.

A clever approach to automation at Zendesk

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