Main Purpose
The main purpose of Zendesk is to provide customer service and support solutions.
Key Features
- Zendesk AI: Enhances the service experience with AI-powered features such as smarter conversations, bots, productivity tools for agents, and new insights for admins.
- Advanced AI Add-on: Provides additional AI capabilities including intelligent workflows, advanced bots, agent assistance and productivity tools, and machine learning predictions.
- Intelligence in the Context Panel: Agent-facing panel that shows AI-powered insights and suggests the right macros to solve customer issues.
- Intelligent Triage: Automatically categorizes and routes tickets to the appropriate teams based on intent, language, and sentiment, saving time and improving efficiency.
- Semantic Search: Generates accurate search results by understanding the meaning of search queries, making it easier for users to find information.
- Conversation Bots: Deliver automated conversational support to customers, helping manage higher volumes without adding staff and providing 24/7 service.
Use Case
- Empowering Agents: AI-powered insights, suggested macros, and knowledge base access help agents find resolutions quickly, improve efficiency, and provide consistent customer experiences.
- Routing Tickets and Faster Service: AI features automate ticket routing, automate responses, and provide internal guidance, saving time and improving customer service.
- Strengthening Knowledge Base and Delivering Answers: AI helps improve the knowledge base by suggesting articles, identifying gaps, and providing semantic search for better self-service experiences.
- Providing 24/7 Service and Building Smarter Bots: AI-powered conversation bots provide automated support, manage higher volumes, and personalize the service experience.
