AI Agent
Handling languages in Ultimate with the Messaging Widget
This article contains two approaches of collecting language context from customers contacting your AI Agent, powered by Ultimate via the Zendesk Messaging Widget.
AI Agent
Working with custom fields in Zendesk Messaging and AI Agents
In this article I'll explore how we can interact Widget metadata in AI Agents Advanced replies, and update custom fields when we escalate to an agent.
AI Agent
What's new for Zendesk AI Agents, essentials and advanced
In this article we'll dive into Zendesk's new AI Agent offering, and showing you how you can grow your automation with Quick Replies for the Help Center, AI Agent Essentials and the new Advanced offering.
Ultimate
Using a tiered uGPT approach for Ultimate Bots
In this article I'll dive into a way to use generative replies based on multiple data sources, while making sure your AI Agent uses your best sources first, before using secondary resources to fill in the gaps.
AI Agent
Google White Paper on AI Agents and how it compares to Zendesk's offering
This article compares Zendesk AI Agents, including Bots and Copilot, to the Google Generative AI Agents whitepaper. It explores their features, use cases, strengths, and limitations, highlighting Zendesk’s CX-focused approach versus the whitepaper’s multi-domain flexibility.
Spotlight
Collecting SunCo user information for AI Agents powered by Ultimate
Zendesk has a multi-layered messaging system integrating AI bots, APIs, and Sunshine Conversations. This article explores setting up Ultimate Bot for personalized interactions, accessing user data like WhatsApp numbers, and leveraging APIs to enhance conversational workflows.
Sunshine Conversations
Using Switchboard to combine Zendesk Bots and AI Agents powered by Ultimate
Zendesk AI agents come in two flavors. The native Zendesk Bot, and a more powerful one powered by Ultimate. But how do you combine both technologies in one Zendesk instance? This article will explain you how!
AI Agent
Using Messaging triggers: Customer Wait Time & Messaging CSAT
Zendesk’s new Messaging triggers enable automations similar to email tickets. You can notify customers of wait times, request CSAT feedback, or let them close a conversation. These triggers enhance the customer experience by allowing more customized interactions within Messaging.
Insights
AI Summit - the new Omnichannel AI Agents
In this second article on the AI Summit, I dive into Zendesk’s Omnichannel Agents, highlighting the new AI Agent builder, enhanced email automation, zero-training setup, and better bot behavior controls. These updates simplify setup and improve customer interactions across channels.
Insights
A History of Zendesk chat and messaging channels
Over the years, Zendesk evolved from simple email ticketing to offering a full suite of customer care solutions. They now support multiple channels, AI agents, social integrations, and web widgets. This article will dive into how their complex platform works, helping navigate conversational setups.
Sunshine Conversations
Sending out automated pending reminders via Zendesk Messaging
This article will show you how you can send out automated reminders over Messaging to your customers when your agents are awaiting a response.
AI Agent
Managing custom translations in the Zendesk Bot
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.