How AI helps customer service teams
of customers say they now have higher standards for customer service
of service teams expect ticket volume to increase over the next 12 months
of agents don't feel empowered to do their jobs well
AI is an ideal solution for current challenges, providing agility, resilience, and scale to pressured customer service teams. It enhances efficiency by automating repetitive tasks and allocating human resources where they are most needed.
AI-powered insights enable agents and admins to understand customers better and identify optimal solutions to issues, leading to significant time and effort savings. However, the right AI has often been inaccessible due to the slow, expensive nature of many market solutions.
These require substantial IT investment, lengthy implementation, and specialized resources. Some are incomplete, designed for narrow aspects of your CX, leading to customer frustration with inefficient bots.
Consequently, most CX leaders report their AI plans as ad hoc rather than strategic. AI built for CX is just that – leveraging Machine Learning (ML) models trained to understand user intent, or Large Language Models (LLM) with generative capabilities to create scalable, personalized customer experiences.
Generative AI makes it possible to have more natural conversations and accurate communication with customers – a feature now built into Zendesk AI. In this guide, we will cover Zendesk AI and the powerful new features that go in to creating intelligent CX.