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.
Zendesk AI
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.
Zendesk AI
The new generative AI search features for the Zendesk Help Center and Agent Workspace turn search results into Quick Answers with custom generated responses.
Insights
Today was the first day of Relate, Zendesk's flagship event where they announce new features, give insights in customer and employee experience trends and showcase their products and customers. This article shows the new Agent Copilot and AI Agents.
Insights
Zendesk is planning on acquiring Ultimate.ai, a leading AI and ticket automation platform. We've seen plenty of headlines, but what does this actually mean? This article dives into the nitty-gritty and shows what's now possible thanks to this platform expansion!
Agent Efficiency
What happens if you give Zendesk AI for Voice one of IT Crowd's most confusing customer care interactions? Read the article to see the results!
Knowledge Base
This article previews the new Generative AI for Help Center content that's been made available in EAP by Zendesk.
Bots and Messaging
Discover the all new Generative Zendesk Bot powered by OpenAI in this article!
Routing and Intelligence
This article will show you how to automatically categorise any incoming ticket and assign a customer sentiment by using ChatGPT, Cloudflare Workers and Zendesk APIs.