Bots and Messaging
The new custom translations for the Zendesk Bot make it possible to combine automatic translations for all your flows and answers, while making sure that specific replies or words do not lose their context in a bad translations.
Zendesk AI
A few months after its announcement at Relate, I finally had to chance to explore the new AI Co-pilot for agents in Zendesk. This article will explore what the Co-pilot can do, how it works and some initial impressions.
Ultimate
In a previous article I explained the Road to Automation and how it can help with automating more your support interactions. This article takes a real scenario and keeps improving the customer experience by leveraging a hybrid approach combining flows, generative replies and API integrations.
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Zendesk Roundup
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Sunshine Conversations
The new Relay app from Zendesk makes sending outbound messages over WhatsApp via Sunshine Conversation available to all Zendesk users without custom coding or development.
API
The new Device information section in Agent Workspace gives you information about your customers' context right next to a Messaging ticket.
In a previous article I explained the Road to Automation and how it can help with automating more your support interactions. This article takes a real scenario and keeps improving the customer experience by leveraging a hybrid approach combining flows, generative replies and API integrations.
Last months' Relate event was all about Zendesk AI and how it can help you improve your CX or EX experiences. One of the key points notes not only in the main keynote, but also in sessions during the event was the concept of automation and automation rates for your tickets.
This article offers a deep-dive on how to structure and sort your Zendesk triggers starting from the concept of "one trigger does one job"
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My thanks for babelforce for sponsoring this month's Internal Note newsletter.
This article offers a solution for scenarios where customers email multiple support addresses in your Zendesk instance and you only see a single ticket being created.
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
Zendesk recently added variables, dynamic options and carousels to their Bot Builder. No better way to showcase these new capabilities than building a bot powered by the Avengers!
Last months' Relate event was all about Zendesk AI and how it can help you improve your CX or EX experiences. One of the key points notes not only in the main keynote, but also in sessions during the event was the concept of automation and automation rates for your tickets.
This article offers a deep-dive on how to structure and sort your Zendesk triggers starting from the concept of "one trigger does one job"
Subscribe to a hand-picked round-up of the best Zendesk links every month. Curated by Thomas Verschoren and published every month. Free.
From time to time spammers use open API endpoint in Zendesk to flood your inbox with tickets. This article shows an efficient and automatic way to deflect these tickets.
My thanks for SwiftEq for sponsoring this month's Internal Note newsletter.
The new generative AI search features for the Zendesk Help Center and Agent Workspace turn search results into Quick Answers with custom generated responses.
In this final article of the Zendesk Relate 2024 series I'm doing a review of what Zendesk features are available today, and how they fit in the bigger Zendesk product approach. And I wrap things up with some impressions of the show floor.
In today's newsletters I'll write about the to remaining topics: Workforce Management (WFM) and Quality Assessment (QA), and wrapping things up with some comment on Zendesk's new product vision.