Published on October 24, 2023, 2:26 am

Zendesk has announced its new customer experience (CX) generative AI advancements, which aim to improve customer satisfaction, reduce costs, and increase loyalty. The company is offering solutions such as AI-powered bots for quick customer support, AI-generated conversation summaries and transcripts for agents, and advanced data privacy and protection measures. Zendesk emphasizes its commitment to security and privacy by implementing safeguards when sensitive information is involved. The CEO highlights the opportunities and challenges of AI in CX and positions Zendesk as an ideal partner with expertise in both fields. Overall, these generative AI offerings aim to enhance the customer experience, drive positive outcomes, and improve operational efficiency for businesses.

Zendesk, Inc. has recently announced its customer experience (CX) generative AI advancements that are set to improve enterprises’ customer satisfaction, reduce costs, and increase customer loyalty.

With these new GenAI offerings, Zendesk is providing a range of solutions to enhance the customer experience:

1. Zendesk AI: Leveraging Generative AI-powered bots, Zendesk allows businesses to quickly and seamlessly supply answers to customers. Not only that, but agents, admins, and managers now have a broader range of AI tools at their disposal to customize and enhance their CX solutions.

2. AI for Voice: Agents can now benefit from AI-generated conversation summaries and transcripts that capture customer sentiment. This innovative feature increases productivity and reduces costs by streamlining the analysis of customer interactions.

3. Advanced Data Privacy and Protection: Recognizing the importance of data privacy, Zendesk offers businesses access to advanced safeguards and controls for managing customer data when deploying generative AI. These measures ensure that generative AI is safely and securely utilized without compromising sensitive information.

Cristina Fonseca, Head of AI at Zendesk, emphasized the company’s commitment to security principles and privacy frameworks by implementing built-in safeguards for companies using their innovative bot technology. She stated that when sensitive information arises during a conversation with customers (such as medical history), an agent must step in to handle the interaction.

According to Tom Eggemeier, CEO of Zendesk, constant innovation in the realm of AI is now a reality for CX leaders. He acknowledged both the incredible opportunities unlocked by this technology as well as the pressure it puts on businesses to rapidly deploy evolving capabilities in order to deliver meaningful value.

Eggemeier assured that Zendesk stands as an ideal partner for businesses during this transformative time. With their deep expertise in both CX and AI, they offer powerful capabilities that enable CX teams to become more efficient and empathetic. This comprehensive approach aims to improve customer and employee satisfaction, while also delivering cost efficiencies and driving revenue growth.

In conclusion, Zendesk’s generative AI offerings for CX showcase their commitment to advancing the customer experience in a rapidly evolving digital landscape. The combination of AI-powered tools and data privacy safeguards equips businesses with the means to drive positive outcomes, enhance customer loyalty, and improve overall operational efficiency.

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