Zendesk has unveiled a series of advancements aimed at enhancing the collaboration between human agents and AI technology in customer service. These innovations include AI-powered omnichannel support, an enhanced agent copilot, and a new agent builder, all designed to improve service efficiency and customer satisfaction.
The new fully-featured voice solution allows agents to engage in more personalized conversations while tackling complex cases. Upgrades to call monitoring, advanced routing, and AI support streamline repetitive tasks, enabling agents to focus on more significant customer interactions.
“AI is now bridging the gap between high-quality service, at a lower cost, while delivering much more personalized experiences,” said Tom Eggemeier, CEO of Zendesk. He also noted that 73% of consumers believe AI enhances customer service quality.
Maureen Chong, regional vice president for Asia at Zendesk, remarked on the growing acceptance of AI among consumers in the Asia Pacific region. “Most are open to interacting with either AI or a human agent as long as they receive quick assistance,” she stated. Chong emphasized that for businesses to meet rising consumer expectations, AI must be seamlessly integrated across all customer interaction channels.
According to Zendesk's CX Trends Report, nearly two-thirds of consumers in APAC prefer interacting with bots for quick assistance. This shift has prompted business leaders to anticipate a future where 80% of channels will be AI-powered by 2027. Furthermore, 70% of leaders plan to increase their investments in generative AI for customer experience within the next year. A significant majority (89%) also believe that AI will augment human agents, providing them with enhanced analytics to better understand customer behaviour.
Zendesk’s innovations include making AI agents available across all digital channels, including voice. The newly introduced AI agent builder simplifies the process of setting up and customizing AI agents, requiring no prior training. Key features of the new offerings include:
- The capability to deliver instant, accurate responses, including customizable conversation flows extended to email.
- Automation of up to 50% of voice interactions through a partnership with Poly.ai.
- A proactive agent copilot that anticipates customer needs and assists agents by following specific procedures.
Enhanced AI-driven insights now allow companies to analyze customer conversations across platforms, extracting actionable intelligence to improve customer experience. Companies can uncover the reasons behind customer inquiries more quickly, design efficient workflows, and ensure quality assurance across all touchpoints.
