Zendesk AI: Shaping the future of customer experience

Zendesk AI_Shaping the future of customer experience

Nowadays, the customer experience is changing. Advances in technology such as Zendesk AI, combined with new and ongoing business challenges, that put us all under pressure to continue to evolve, improve, and do more for our customers. 

Many businesses have managed through supply chain disruptions, rising costs, and the ongoing shift into the digital landscape. All while under a cloud layer of ongoing economic uncertainty. Companies are faced with tightening margins and cutting costs. Meanwhile, consumer expectations continue to rise. Businesses will anticipate and efficiently respond to customer needs to build strong relationships and drive profitable growth.

Zendesk Relate 2023

Zendesk recently published the role of artificial intelligence (AI) in shaping the future of customer experience (CX). The post highlights how AI can help businesses provide better customer service, and improve overall customer satisfaction. 

Zendesk can achieve this vision by combining AI with rich and dynamic conversational experiences and customer data to provide more personalization all while respecting the customer’s desire to manage privacy on their own terms. 


We will begin by discussing businesses’ challenges in providing excellent customer service. With the rise of digital channels and the increasing expectations of customers. It has become more difficult for businesses to deliver personalized and efficient customer service. This is where AI can make a significant difference.

Zendesk AI, purpose-built for CX

Zendesk AI, an AI-powered solution, can help businesses automate routine tasks and provide personalized support to customers. The Zendesk AI can analyze customer data and provide insights to agents. That AI allowing them to better understand customer needs and preferences. This, in turn, can help agents provide more targeted and effective support to customers.

New capabilities announced today include:

Intelligent triage: Uses intent detection, language detection, and sentiment analysis to automatically classify incoming customer issues.  Additionally, create powerful intelligent workflows and reporting, leveraging these insights.

Advanced bots: Enhanced, pre-trained bots for messaging and email automatically solve issues and leverage the most extensive database of customer intents for more personalized, industry-specific, and accurate responses.

Macro suggestions for admins: AI automatically scans agent comments, tickets, and common responses. And then suggests new macros, identifies gaps and adjusts existing macros. And then, streamlines the approval process, reducing the time spent creating macros and analyzing usage.

Enhancing the agent experience with OpenAI

Zendesk also announced a partnership with OpenAI, which enables features that leverage the power of generative AI. So that, you can provide intelligent operations at scale. This includes ticket summarization, easy response rephrasing, and tone shift to help agents craft clear and thoughtful responses to customers, faster.

New features that bring generative AI into Agent Workspace include:

Summarize, which generates a quick summary after reading customer messages, agent replies, and internal notes, all without leaving the ticket. As the result, this can be especially helpful when a ticket is escalated or transferred and an agent needs to quickly get up to speed.

Expand, a time-saver that allows an agent to type a reply in just a few words and then select to enable a more complete AI-generated and polished customer-ready response to review and send.

Tone Shift, a new tool that enables agents to highlight a message and instantly adjust the wording. So that, it sounds warmer and more friendly or more formal and official. But as the case, may be depending on the context of the conversation.

Embedded security within our platform

Zendesk announced AI Trust and Privacy Standards that will:

Provide choice: An easy opt-out if you don’t want your data used for our shared model features.

Provide transparency: Our use of external LLMs won’t be turned on for you unless you choose to opt-in. And we’ll educate you about how we’ve evaluated and selected our external partners.

Use AI to enhance protection: A robust roadmap of features that use AI to help in the detection and removal of personal data and the automatic redaction of other sensitive data, to reduce your risks.

Zendesk’s dedicated to wrapping privacy, security, and governance around all of our products and to ensuring compliance with globally recognized standards and frameworks.

Zendesk also highlights the benefits of using AI in customer service. For example, AI can help businesses reduce response times and improve first-contact resolution rates. It can also help businesses identify trends and patterns in customer behavior. Moreover, AI allowing them to make data-driven decisions about how to improve their products and services.

Conversational Commerce delivers seamless and more personalized experiences

In Zendesk 2023 CX Trends Report, 70 percent of customers expect conversational experiences when interacting with brands. And 70 percent of customers purchase more from companies that offer seamless, conversational experiences.

Thus, through closer partnerships with Meta’s WhatsApp and Shopify, Conversational Commerce, a new solution by Zendesk’s innovation group called Zendesk Labs. That designed to better connect brands with shoppers throughout their digital journey. As the result, you can provide direct support, marketing, and sales all from within a single conversation. 

This new offering enables companies to provide:

Service personalization: Agents can action abandoned carts, support active carts, inform customers on nearby stock to complete purchases, and share feature promotions in the moment to create stellar personalized experiences.

Sales acceleration: Agents can identify new revenue opportunities by understanding any shopper’s complete purchase history, merchandise preferences, and browsing journey to drive new options through rich product recommendations for cross-sell and upsell, and increasing overall order value.

Unified data at scale: Businesses can use AI to automate conversions and recommendations supported by over 1,400 pre-built apps. Integrations that can unify SKU, inventory, and location data for seamless product tracking, or connect disparate systems for a 360 view of the customer.

Overall, the post makes a compelling case for the importance of AI in shaping the future of CX. By using AI-powered solutions like Zendesk AI. So that, businesses can provide more efficient, personalized, and effective customer service. Moreover, ultimately leading to happier customers and increased customer loyalty.

This is just the beginning of many exciting innovations to come, and these features will soon become part of your everyday experience with Zendesk. We’re excited to embark on this journey of intelligent CX together.

Demeter ICT – No. 1 Zendesk Premier Partner in Asia Pacific and Great China Region.
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