Zendesk launches new machine learning feature that improves customer service

Zendesk, Inc.. advertise Intelligent Triage Y Smart Assist, new Artificial Intelligence (AI) solutions that enable businesses to automatically classify customer service requests and access valuable data at scale. By democratizing access to these solutions, companies can see user intent and sentiment in minutes through custom data-driven models and drive faster resolutions.

Industry analysts predict that, in the short term, AI will take over most customer service interactions, but research from Zendesk shows that less than a third of companies currently use AI to help make their service teams more efficient. In part, this is because although AI technology has improved rapidly over the last five years, software vendors have yet to pass those improvements on to their customers and continue to sell expensive AI solutions that take a long time to set up.

Intelligent Triage Y Smart Assist are the next step in the vision of Zendesk to create Artificial Intelligence of Customer Experience accessible to companies of all sizes. The technology uses proprietary industry expertise and insights from trillions of customer data points, creating custom models for each business capable of identifying the intent, language and sentiment of every customer interaction.


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This unique approach to applying machine learning creates more personalized and informed interactions to better serve customers. For example, specific queries, such as “I have problems with the payment”can be automatically sent to an agent who is prepared to handle billing for faster resolution, while inquiries that include written language, capital letters, a sarcastic tone, or negative comments, will be sent to the front of the queue.

These are some of the new solutions you will have Intelligent Triage Y Smart Assist:

  • Revenue drivers will be instantly targeted and prioritized, ensuring agents are working on business-critical requests.
  • They will analyze the distribution of requests so companies can better plan operations, collaborate across departments, and identify data-backed improvement opportunities for more efficient CX operations.
  • They will automatically guide agents on how to best resolve a customer issue in real time, understanding context, recommending solutions, and enhancing coaching and training with valuable insights.
  • They will steadily increase accuracy as AI solutions receive feedback on predictions and recommendations.
  • They will automatically recognize sensitive information to meet compliance and security needs by obtaining sensitive data such as names, addresses, phone numbers, usernames, and financial information to use in workflows

All of these capabilities are offered out-of-the-box, included with The Zendesk Suite Enterprise Editioninstead of requiring months of expensive developer training or support.



adrian McDermottDirector of Technology Zendeskcomments that, with this technology, ‘we offer artificial intelligence tools that can be configured in less than a minute to optimize business operations without the need for dedicated developers or expensive implementation.

In addition, the executive highlights: ‘Our approach is designed to reduce the burden on customer experience teams through pre-trained machine learning tools that do more, faster and with fewer distractions. These models come out-of-the-box and continue to learn over time and are customized for each company’s operations by continuously adding feedback.’

The analysis of Zendesk shows that 80% of queries can be reduced to just 20 problems. That knowledge is incredibly powerful when looking to streamline and improve CX processes.

For its part, Shelley Kramerfounding research partner of Futureshe states: ‘I’m a big fan of anything that improves customer experiences, and the ability to triage requests is a critical element, not only to CX efficiency, but also to customer satisfaction.’

He adds: ‘The AI ​​tools of Zendesk They hit the nail on the head when it comes to the ability to quickly and easily determine customer intent and sentiment, allowing you to quickly route to the right agent and identify areas for process improvement. This ensures quick (sometimes instant) resolution of customer issues, helps the customer service team remain agile (especially during busy times like the holiday season), and delivers bottom-line business benefits in terms of hours/costs saved. There is nothing I don’t like about this new functionality’.

Christina FonsecaVP of Product Zendesk, stated that instead of putting untrained bots in front of customers, leading to frustration and often lost business, ‘Zendesk’s fundamentally different approach removes the burden and complexity from customers, allowing companies build powerful applications on a solid foundation. The technology Smart Triage Y Smart Assist initially focused on retail/e-commerce use cases, with more industries yet to be implemented’.

For more information from the CTO of Zendesk about the perspective of enterprise AI, visit the Zendesk Newsroom.

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