Connecting the AI dots, from chatbots to knowledge management
Zendesk AI is an intelligent layer that sits on top of your CX solution and generates insights to make your business more efficient.
Zendesk AI is an intelligent layer that sits on top of your CX solution and generates insights to make your business more efficient. The combined power of AI with human support helps customer service teams work smarter. Agents and admins are supercharged to handle tasks like deflection, triage, intelligent workflows, and knowledge management more efficiently.
With Generative AI for bots, you can deliver accurate, conversational responses to customer questions based on knowledge base material. In the knowledge base, Generative AI accelerates content production to streamline creation, while Generative AI for agents allows them to summarize tickets and save time crafting responses.
Better bots
Bots are a support agent's best friend. They're extremely effective at taking repetitive questions and tasks — like password resets and refund requests — off a service team's plate, enabling agents to focus on higher-value conversations. Bots powered by Zendesk are easy to set up and deploy across all messaging channels, and they're also easy to customize and change on the fly. Now with Zendesk AI, bots are even more powerful and easy to set up.
Bot builder: The key to this flexibility is Zendesk’s bot builder, a click-to-configure tool that doesn’t require any code. Admins can customize the responses the bot uses to address individual customer issues with preconfigured messages, articles from your help center, and more — no coding or developers required. You get to determine how the bot interacts with your customers in a way that makes most sense for your business.
Generative AI for bots: Generative replies uses knowledge from the your help center to quickly craft accurate, conversational responses for your customers
Bot persona: Build your bots’ personality, making it friendly, formal or playful when responding to customers in order to maintain a consistent level of service across channels
Advanced bots: Intelligent bots for messaging and email that leverage the most extensive database of customer intents, specific to CX teams in your industry for more personalized and accurate responses, higher agent productivity, and faster setup. Comes with insightful tools that give admins recommendations on what they need to automate.
Intelligent workflows
As customers engage with bots and submit questions across channels, intelligent triage automatically classifies and categorizes incoming customer conversations based on their intent, sentiment, and language. Utilize custom intents by changing their label names to match your organization’s taxonomy. You can also tailor Zendesk by editing intent labels to align with your unique needs as a business.
This allows support teams to automatically prioritize and route those issues to the right agent. Zendesk AI also integrates with your CRM to gather the context from customer conversations, so agents have all the relevant information at their fingertips to jump in and help.
Intelligent workflows
Intelligence in the context panel surfaces these AI-powered customer insights in the agent's workspace and suggests the relevant responses to apply to solve the customer’s issue.
Additionally, similar tickets lets agents maintain service consistency. This puts agents on the fastest and most efficient path to resolution. You can equip contextually similar tickets for quicker and consistent resolutions, even streamlining agent onboarding by offering contextual guidance for next steps.
Generative AI for agents allows you summarize ticket content for quick summaries, saving time between escalations. It’s also possible to automatically change the tone of responses and expand a short answers into longer, more polished response.
On average, these features save upwards 45 seconds per ticket, which can add up to hours saved.
Knowledge management
Zendesk AI can surface relevant help center articles in your customer conversations, and it can fill in the gaps where articles don’t yet exist
Content Cues are friendly nudges for improving your knowledge base. Zendesk AI scans every inbound support request and collects those trending topics for knowledge management teams. If an admin sees a topic pop up, they can work with their knowledge management team to create a help center article, so customers can get the answers that they need on their own.
Zendesk AI also surfaces the highest- and lowest-performing articles in your knowledge base. These signals enable admins to optimize or retire ineffective articles and ensure their hardest-working content stays relevant and up to date — a key ingredient for successful deflection
Macro suggestions for admins are new, AI-suggested shared responses admins can create to help agents respond faster and more consistently. Our AI identifies gaps in existing macros and creates relevant responses to reduces time spent on analyzing tickets and conversations.
Generative AI for your knowledge base effortlessly crafts content to boosts self-service, accelerating and streamlining content creation. The content's tone can be shifted to be more friendly or formal, and creativity can be inspired.