Zendesk AI Agents

Zendesk AI Agents is a feature built on Zendesk's existing bot technology. These agents are designed to automate customer service processes and can resolve a wide range of inquiries without human intervention. AI agents are available to Zendesk customers using Zendesk Suite or Support, with billing based on the number of cases the AI agents resolve automatically.

What are Zendesk AI Agents?

Zendesk AI Agents are an advanced form of bot that utilizes artificial intelligence to automatically respond to and resolve customer service inquiries. Integrated into the Zendesk platform, these agents are designed to enhance the efficiency and accuracy of customer service processes. With advanced features like machine learning, personalization, and enhanced language technology, AI agents can be tailored to specific business needs and seamlessly integrated with other systems and tools to create a more holistic customer service experience.

How does it work?

The AI agents work by analyzing incoming inquiries and providing automated responses based on the knowledge base, past data, and patterns. They can handle a variety of tasks, including answering frequently asked questions, providing information about products and services, and even performing certain actions such as updating customer accounts or creating tickets. The AI agents use machine learning to continuously improve their performance, learning from each interaction and feedback to deliver increasingly better results.

Example of support provided by Zendesk AI Agents

Imagine a customer reaching out to a company’s support team with a common inquiry: “How can I reset my password?” Instead of waiting for a human agent, a Zendesk AI agent instantly steps in.

1. Recognition and Response: The AI agent recognizes the type of query by analyzing the customer's message. It identifies that the customer needs help with resetting their password.

2. Providing Instructions: The AI agent then provides step-by-step instructions on how to reset the password. This could include a direct link to the password reset page and a brief explanation of the process.

3. Additional Assistance: If the customer encounters an issue during the reset process, the AI agent can offer further assistance, such as checking the status of the reset email or guiding the customer through troubleshooting steps.

4. Escalation if Necessary: If the AI agent cannot resolve the issue or if the customer has a more complex problem, the AI agent seamlessly escalates the case to a human agent, passing along all relevant information to avoid the customer having to repeat themselves.

The Zendesk AI agent efficiently handles the customer’s request, providing a quick resolution without the need for human intervention, thereby improving the customer experience and reducing the workload for human agents.

Benefits for businesses

Businesses using Zendesk AI Agents can expect several benefits, including:

• Increased efficiency: AI agents can handle a large volume of inquiries simultaneously, reducing wait times for customers.
• Cost savings: By automating a significant portion of customer service, businesses can reduce the need for human agents, leading to lower costs.
• Scalability: AI agents can easily scale up or down based on demand, making them flexible for businesses of all sizes.

Getting started with Zendesk AI Agents

To get started with Zendesk AI Agents, contact us here.