Connecting the AI dots
Zendesk AI is an intelligent layer that sits on top of your CX solution and generates insights to make your business more efficient.
Zendesk combines the power of AI with human support to help customer service teams work smarter. We're essentially giving superpowers to agents and admins so they handle tasks like deflection, triage, intelligent workflows, and knowledge management more efficiently.
Deflection
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.
The key to this flexibility is Zendesk’s bot builder is 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.
Advanced bots: Enhanced 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
Learn more about Zendesk AI and our bot building tools.
Triage
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. 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.
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. This puts agents on the fastest and most efficient path to resolution. On average, Intelligent Triage and Smart Assist save 30 to 60 seconds per ticket, which can add up to hours saved.
Learn more about Intelligent Triage and intelligence in the context panel
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.
. Learn more about knowledge management and suggested macros