Internal Note, a weekly newsletter about Zendesk
In 2007, three founders in Copenhagen set out to make customer service software easier to use. Asking for help shouldn't require a manual, and helping someone shouldn't mean fighting the software that's supposed to make the work easier. Nearly twenty years later, Zendesk has grown from a
Customers have traditionally reached support through channels that take them to the company they need support from: its Help Center, a web form, an official social account, a website chat or an email exchange. Search engines added another route, but customers could follow a search result to the comp
Customer interactions do not all follow the same route. Some requests can be handled and resolved by an AI Agent without a person getting involved. Others need a support agent from the outset, while some may begin with an AI Agent and need human attention later. The platform needs to support all of
Zendesk’s Resolution Platform is designed to do more than capture knowledge and procedures. It also provides the tools to manage and run actions across conversations, tickets and wider business processes. Action Flows provide the execution layer for that work. They can retrieve information, update
Zendesk AI Agents are more than just answer bots. They can understand what an end customer is trying to achieve and help carry the request through to a resolution. By combining knowledge, context, procedures and actions, they can interpret a policy, recognise the situation, decide what should happe
Customers do not experience support as a blank slate. They arrive with an identity, an order, a plan, a history, and an expectation that the company should know enough to help. When an AI Agent ignores that context, it asks people to repeat information, offers options that do not apply to them, or f
Knowledge Connectors bring external content into the Zendesk Knowledge Graph, so the same information can support Help Center search, AI Agents and Agent Copilot. Dedicated connectors make common sources straightforward to connect. The Universal Connector extends that to any API.
Admin Copilot now supports Action Flows. Instead of building your flows by hand you can now describe what you need, and Zendesk's AI will build your flows for you!
AI Agents sit at the core of the customer experience. They are the conversational layer through which customers ask questions, receive answers, and move through to a resolution. But as AI capabilities evolve, so does the way we architect what sits behind that experience. https://www.zendesk.com/blo
If you've been reading this blog for a while, the concept of resolutions shouldn't be new to you. AI Automation makes it possible to handle conversations at a scale where just counting interactions becomes a less relevant way to measure your operational excellence. An automated workforce ca
New Action Flow capabilities and connectors give AI Agents, Agent Copilot and background automations more ways to execute work across your business.
Let's rewind the clock a decade or two. Customer Care at that moment was fairly simple. Customers reached out over email, and an agent replied back to them with an answer. This meant that your customer support workload was equal to the amount of incoming emails. Deflection, or self-service was