Zendesk
Videos and Profile

Zendesk uses AI-powered bots to personalize customer support, as demonstrated in a scenario where a customer, Maria, needed help with her delayed bike delivery, leading to efficient issue triage and resolution. The system prioritizes tickets based on urgency and sentiment, allowing support agents like Marcello to access comprehensive customer profiles and suggested actions for quicker problem-solving. Zendesk's platform facilitates direct communication through calls within the agent workspace, with advanced features like sentiment detection and secure call transcription adhering to privacy policies. The software utilizes generative AI to tailor responses to customer interactions, enhancing the quality of communication and support efficiency. Workforce management tools in Zendesk employ AI and machine learning for scheduling, task assignment, and performance optimization, ensuring that agents are well-prepared and customer service quality is consistently high.