Internal Note, a weekly newsletter about Zendesk
Custom Agents and Action Flows let you build your own logic within Zendesk. They run that logic during, before or after a conversation happens. They can read information from an attachment, get data from another system or bring several actions together around the way your business works. Sometimes
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
From identity and decision-making to brand experience and trust, what changes when personal AI assistants start handling customer service on behalf of your customers? https://www.zendesk.com/blog/zendesk-insights/expertise/9-customer-service-assumptions-ai-assitants-challenge/
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
Adding AI to service is no longer enough. The next step is building an Intelligent Service platform that can act on the right work, validate every outcome, and continuously correct what isn’t working. https://www.zendesk.com/blog/zendesk-insights/expertise/new-operating-model-intelligent-service/
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