• The platform incorporates Zendesk AI, a machine learning toolkit that empowers organizations to develop chatbots for customer service.
  • Zendesk’s chatbots have the capability to present pre-authored responses crafted by human agents in response to frequently asked customer queries.

Recently, Zendesk Inc. unveiled new generative AI features to increase help desk teams’ productivity.

The company’s flagship customer service platform, which is used by about 100,000 organizations worldwide, is getting the new features. Through a centralized interface, the platform enables help desk representatives to handle support requests. Additionally, it offers a number of related functions, such as a tool for creating knowledge-based articles.

The platform comes with Zendesk AI, a machine learning toolkit that enables businesses to create chatbots for customer support. For instance, a retailer might develop an AI assistant to answer questions about its return policy. The majority of the brand-new features Zendesk unveiled recently are intended to increase the utility of chatbots that use its platform.

The chatbots developed by Zendesk can present prewritten responses drafted by humans in response to common client inquiries. Its AI algorithms examine each new prepackaged answer when it is added to decide when it should be shown to customers. The outcomes of this analysis are used to program the behavior of chatbots.

Zendesk is enhancing this capability as part of a recent update with new customization features targeted at the travel industry, human resources, and technical support use cases. These help desk teams can now specify which prewritten response a Zendesk chatbot should provide in which circumstance. When a traveler inquires about frequent flier miles, an airline, for instance, could set up its chatbot to summarize its frequent flier program.

Zendesk is also adding new chatbot monitoring tools. The company claims that administrators can use theses tools to identify circumstances in which AI-provided support responses might not sufficiently address a customer’s questions. Additionally, the tone of support responses can now be changed on a scale from informal to professional.

The business is improving its chatbots in a variety of additional ways as well. AI-generated customer service responses can now include details from various help desk articles. In order to help desk teams find critical information more quickly, a new entity detection feature can extract essential details from customer inquiries.

The AI for Voice tool is being released concurrently with the chatbot improvements. It has the ability to record support calls automatically, produce a summary, and determine the level of customer satisfaction. According to Zendesk, the tool will save time for help desk teams by eliminating the need to complete those tasks manually.

The Advanced Data Privacy and Protection Package, a new platform module, is the third main feature of the recent product update. According to Zendesk, it enables businesses to record which employee accesses what customer data for cybersecurity reasons. Additionally, the module promises to make related tasks like encrypting private data easier.

One of the first significant product updates Zendesk has made since going private last November is the feature additions it announced recently. That month, the company was acquired for USD 10.2 billion as part of a deal first announced in June 2022 by a group of investors led by Hellman and Friedman and Permira. For eight years, Zendesk was a Nasdaq-listed stock.