Zendesk, Inc. announced its customer experience (CX) generative AI advancements improving enterprises’ customer satisfaction, reducing costs, and increasing customer loyalty.
New GenAI offerings
- Zendesk AI: Generative AI-powered bots can quickly and seamlessly supply answers to customers. Additionally, agents, admins, and managers now have more AI tools to customize and enhance their CX solutions.
- AI for Voice: Agents now have the option to receive AI-generated conversation summaries and transcripts that capture customer sentiment, which increases productivity and reduces costs.
- Advanced Data Privacy and Protection: Businesses can access advanced safeguards and controls to manage customer data and ensure that generative AI is safely and securely deployed.
“In line with our security principles and privacy framework, we have built-in safeguards and control for companies to set limits for bots. For example, when sensitive information (such as medical history) comes up, an agent must be brought into the customer conversation,” said Cristina Fonseca, head of AI of Zendesk.
A new reality for CX leaders
“Constant AI innovation is the new reality for CX leaders. While this promising technology unlocks incredible opportunities, it also adds pressure to deploy rapidly evolving capabilities in a timely manner and deliver meaningful business value,” said Tom Eggemeier, CEO, of Zendesk.
“Zendesk is the best partner for businesses during this transformative time. We bring a powerful combination of deep CX and AI experience to provide capabilities that allow CX teams to be more efficient and empathetic. This improves customer and employee satisfaction and delivers cost efficiencies and revenue growth.”
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