Zendesk introduces AI CX capabilities

Zendesk has introduced a series of AI-powered innovations for its customer service platform, including AI-powered agents capable of delivering omni-channel support. Unveiled at the company’s AI Summit digital event, the new solutions also include enhancements to its agent copilot offering with capabilities including proactive recommendations based on the anticipation of customer needs.

Zendesk has announced a voice solution designed to provide customers with access to a 24/7 AI agent they can speak to naturally. The agent can resolve issues autonomously, only escalating to a human agent when needed. Meanwhile the new agent copilot capabilities include the ability to follow specific processes on behalf of an agent and automatically surface relevant issues such as resolutions of similar previous queries and issues.

A new AI agent builder aims to allow companies to set up AI agents and add controls, and other new tools will deliver AI-driven insights to companies on issues such as common customer complaints.

Zendesk country leader for Australia and New Zealand Kellie Hackney said the company’s research shows that Australian consumers are demanding fast and personalised customer support, while 77% of business leaders have started to experiment or implement AI to improve resolution times.

“Many of the business leaders we speak to tell us their customer service teams are under more pressure than ever to meet heightened customer expectations and the growing volume of customer service interactions,” she said. “With 87% of Australian CX leaders believing the volume of customer service interactions will increase five times by 2027, companies need to look at ways to become leaner, faster and more effective through AI.

“At a time when a customer’s experience can make a significant difference to a company’s bottom line, we’re excited to bring these new AI capabilities to organisations of all sizes.”

Zendesk’s AI tools are already being adopted by Australian organisations such as Melbourne-founded sports analytics company Catapult. The company’s senior product manager Pablo Rodriguez said Catapult has been able to use Zendesk’s agent copilot to improve resolution time within its customer service teams.

“For our team, where many cases involve product troubleshooting, copilot’s auto assist mode guides agents through every step. We’ve been very impressed with the results so far. It has helped us deliver faster, more consistent customer experience globally while improving overall efficiency and support quality.”

Image credit: iStock.com/Galeanu Mihai