AI drop Boosts Zendesk's Leadership in Customer Service

On October 4, Zendesk unveiled the latest advancements in generative AI for customer service. With powerful generative AI solutions and advanced data security measures, Zendesk strengthens its position as a leader in customer service. Several functionalities are already available and we invite interested parties to contact us if you want to test them (AI for Voice will be launched later this year).

Zendesk's AI drop includes:

1. Generative AI-powered Chatbots that create authentic conversations. The chatbot pulls information from help center articles and formulates natural sentences.

2. AI provides agents with suggestions for previous cases that are contextually similar.

3. Administrators can customize how AI handles different categories of requests, including what the chatbot should handle and what should be escalated directly to an agent.

4. Administrators can now adjust the chatbot's "personality" or tone to better suit the brand.

5. Generative AI that generates content for articles missing from the knowledge base

6. Generative AI for agents that provides intelligent prioritization of cases, summarization of inquiries and help to expand or modify responses.

Zendesk also extends the auto-generated needs category to more industries, including insurance, travel, internal IT and HR.

AI for Voice (AI for phone calls) will include features such as call summarization and caller sentiment identification.

Zendesk is also launching an advanced privacy and data protection suite that gives businesses:

• Stronger and more targeted encryption to protect data.
• The ability to increase privacy by specifying what data is displayed and stored
• Improve security and visibility by logging who has accessed and searched for data.