Zendesk unveiled a number of advancements, such as improved agent copilot, agent builder, and AI-powered agents for omnichannel service. With its comprehensive service solution, Zendesk is a leader in AI-powered customer and employee experiences. Its new features enable businesses to provide outstanding customer service in a way that is simple to use, scalable, and produces significant business outcomes.
The business also revealed a new, fully functional voice solution that may help agents solve more complicated situations and have faster, more individualised, and more human conversations. Along with the recently revealed improvements, Zendesk voice has also been improved with call monitoring, smarter routing, improved AI support, and queue management. These additions free up human agents to assist customers with escalations rather than performing tedious duties.
“AI is now bridging the gap between high-quality service at a lower cost while delivering much more personalised experiences,” said Tom Eggemeier, CEO, Zendesk, noting 73% of consumers believe AI improves the quality of customer service. “Our latest innovations, including voice AI, assist human agents in working efficiently alongside AI to deliver tailored, efficient service. This partnership leads to faster issue resolution, higher customer satisfaction, and provides valuable business insights.”
The majority of CX leaders in India (89%) think that CX will see a period of unprecedented transformation over the next three years, and a similar percentage (83%) think that all conversations will be AI-powered in the same timeframe, according to Zendesk’s Future of AI-powered CX Report. The desire for phone support from consumers presents another obstacle, though. Phone help is still one of the top three channels that Indian consumers choose for more complicated issues as they adopt a digital-first approach to customer experience. However, they also desire the ease of omnichannel support; in fact, one-third of them indicate that their purchasing decisions are influenced by how simple it is to access assistance across channels.
“Even as consumers in India lead the Asia Pacific region in their attitudes and expectations towards AI adoption, phone support still remains an important communication channel. They want businesses to offer them options in how they choose to engage—be it through email, chat, phone call, or self-service,” said Maureen Chong, Regional Vice President, Asia, Zendesk. “The challenge for brands today is finding ways to manage CX costs while delivering exceptional service in whatever channels customers are on. Zendesk’s latest AI solutions offer Indian businesses a seamless way to integrate AI across all channels, including voice, helping them manage the increasing complexity and volume of tickets while improving agent productivity and delivering on customer expectations.”
New voice innovation transforms the automated call experience.
Leaders are being forced to change old call centres into a contemporary omnichannel experience with new AI-powered productivity tools due to the reality of growing ticket numbers and more complicated problems.
Working together with the expanded AI agent and copilot capabilities, the enhanced voice solution allows companies to:
-Voice calls may now be routed and resolved quickly and easily. Additionally, voice metrics, including call type, answer time, wait time, talk time, and abandonment, can be reported on the phone in addition to all other channels.
-Use a new Poly.AI-powered AI voice agent to answer consumer calls around the clock. This agent can handle up to 50% of all calls on its own.
-With improved Al-assisted support, provide more precise resolutions, handle calls more quickly, and save administrative time with transcripts and summaries.
-Use enhanced QA insights from analysing 100% of human and AI agent conversations to identify and address outliers and churn concerns in order to close gaps in customer experiences.
-Offer clients who contact with complicated, valuable problems that need human help quicker, more individualised service with real-time call data and responses from the knowledge base.
The combined power of AI and human agents elevates CX across all digital channels
New features for Zendesk AI agents enable businesses to fully benefit from AI as the industry transitions to fully automated interactions. These features include: providing prompt, precise responses with generative replies and addressing more complex problems with customisable conversation flows, which are now available for email.
In a new collaboration with Poly.ai, voice interactions will be automated, guaranteeing smooth, consistent support across channels.
Building and managing AI agents with a new AI agent builder that requires no training and offers complete customisation, including changing the tone of the brand, while cutting down on development, deployment, and maintenance time.
Improved autonomy and proactivity for enhanced agent copilot
With the increasingly popular “auto assist” mode, agent copilots may now anticipate client demands, make proactive recommendations, and act independently in more intricate, high-value interactions between human agents and consumers.
To make sure agents are always adhering to the most recent procedures using the new copilot business procedures, follow specific processes on behalf of an agent and instantly sync modifications.
Surface pertinent problems and proactive insights—like comparable fixes—directly within the new AI-powered workspace, guaranteeing that all tools are simple to find and maintaining processes.
As part of the improvements, agent copilot for voice* may now swiftly surface knowledge base responses and deliver instant call insights like customer sentiment and intent. This enables businesses to provide clients who call with complicated, valuable problems that need human support with quicker, more individualised service.
Supercharged insights provide valuable and actionable business intelligence for CX teams.
More AI-powered insights that analyse customer conversations across systems, extract important insights, and enable real-time business intelligence are being introduced by Zendesk. By identifying strategic opportunities, executives may implement them across teams and implement the necessary adjustments to enhance CX, which can subsequently have a good impact on CSAT.
With improved AI-driven insights, companies can now:
-With improved intents and entity detection, you can quickly ascertain the precise reason why consumers are contacting you, allowing for quicker and more individualised resolutions.
-Make sure that essential issues are routed and automated effectively by proactively designing and improving procedures utilising unconventional insights from the new intelligent triage dashboard.
-Employ quality assurance across all points of contact, including voice and AI agents, to automatically assess and improve agent performance and customer interactions.
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