Zendesk, Inc., a leading support platform company that utilizes AI and develops customer service, announced the AI service platform “Zendesk Resolution Platform” as the latest product concept to transform CX. This platform consists of five components: “Zendesk Agent”, “Knowledge Graph”, “Actions and Integration”, “Governance and Control”, and “Measurement and Insights”. By combining AI and human knowledge, it also enables companies to provide high-quality service and perform excellent problem solving.
The five components that make up the Zendesk Resolution Platform
Zendesk Agent
Next-Generation AI Agents: Designed to enhance service delivery by responding to queries quickly and accurately, ensuring every interaction is resolved accurately and thoughtfully. They can reason, learn and adapt to even the most complex queries, providing true problem solving for service.
Updated AI Agent Builder: A platform that enables businesses to create and customize AI agents to fit their unique needs, creating more personalized customer experiences and saving agents time.
Copilot Enhancements: The AI assistant seamlessly integrates with Zendesk knowledge sources and external systems to automate business steps, generate contextual responses using Help Center, and easily execute tasks in platforms like Jira and Slack. All of this is now easier to set up and can be done with no code. These enhancements significantly streamline workflows, making agents more productive and solving issues faster.
Also Read: S&E Management Launch “AI Reach” for Search Optimization
Comprehensive Knowledge Graph
Knowledge Graph: Provides out-of-the-box service knowledge with one of the world’s largest knowledge bases of over 50,000. Companies can easily index and connect their own knowledge sources without complex setup.
Knowledge Builder: Uses generative AI to analyze past tickets and key context to create a ready-to-use knowledge base for faster issue resolution. By ensuring timely access to the right information, no lengthy setup or content creation is required, even if your knowledge base isn’t fully developed.
Generative AI Search: Shows customers and employees a summary of AI-generated answers at the top of search results, eliminating the need to sift through links. Unlike other competitors, this feature is included in all plans.
Actions and Integrations
Action Builder: No-code, AI and support teams can easily connect and automate agent workflows with any system. The unique Action Builder allows businesses to easily create the service workflow experience they need, all within Zendesk, without expensive vendors or custom development.
App Builder: A new no-code solution powered by generative AI makes it easy to build custom apps using natural language prompts.
Governance and Control
Reasoning Control: Manage your AI agents’ reasoning by visualizing their thoughts in real time. Monitor how your AI agents solve problems and improve their behavior to increase confidence in their problem-solving, ensuring they are behaving as intended.
Measurement and Insights
AI Insights Hub: A centralized operations center for managing your AI operations, providing a view of all currently operational AI capabilities, key metrics, and AI-driven recommendations such as suggested answer automations and improved workflow routing rules.
Custom QA: The only QA service that evaluates 100% of every interaction between human and AI. Using generative AI, Custom QA uncovers hidden insights and recommends what services should be provided. Custom QA goes beyond ticket scoring and agent coaching to provide reporting and insights that show tickets where customers are mentioning competitors.
In addition, to go one step further than its existing contact center solution services, Zendesk also announced the launch of an upgraded enterprise contact center solution, Zendesk Contact Center , and an intuitive employee service solution powered by AI, the Zendesk Employee Services Suite .
Zendesk Contact Center is based on AWS and has enhanced its voice capabilities through the acquisition of Local Measure. By combining advanced voice capabilities with industry-leading AI-based services, Zendesk provides a full range of enterprise contact center solutions regardless of country, region, call charge or complexity. With AI integrated into the entire call process, Zendesk is easy to set up, use and maintain.
The Zendesk Employee Service Suite is designed specifically for internal support teams, such as IT and HR departments. It provides intuitive, AI-powered solutions to help you deliver superior employee service. Designed for the age of AI agents, the service tools are powered by pre-trained AI and are easy to deploy, delivering fast problem resolution and efficient, accurate service to employees. The tools include a service catalog, features such as approval and task management, out-of-the-box templates, and pre-built integrations with human resources information systems (HRIS).
Zendesk will also be launching IT asset management services in the coming months to help businesses understand and manage the hardware and software their employees use every day.
SOURCE: PRTimes
