One of the latest releases in a line of Generative AI releases for Zendesk is the new integration for Voice.
Phone channels are the oldest channels in a customer care team's tool belt, but it's often also the least efficient. An agent can only take 1 phone call at a time, which makes it difficult to scale. Historically, there hasn't really been a way to offer decent self-service or deflection, other than losing the customer in a labyrint of IVR choices, and if a call needs escalation of follow-up, it's not efficient to know what's already been discussed with the customer.
If an agent wants to escalate a conversation to another team or a team lead, they need to take notes on the conversation, which makes the wrap-up time for a call sometimes as long as the actual conversation itself. And getting the nuance of a conversation written down means the agent either takes notes during the call, which means less attention for the customer, or risks missing elements from the call.