On 4th October 2023, Zendesk hosted a virtual product reveal, showcasing the latest generative AI capabilities and delving into their impact on contact centres, employee experience, and data security.
If you’ve missed it, don’t worry! This blog post is your exclusive gateway to the announcements made during this event. Keep reading for a complete update.
Generative AI
Generative AI took the spotlight at the outset of the event as Zendesk announced the launch of generative AI bots. These bots excel at understanding the true intent behind customer queries by searching the knowledge base for relevant information.
Bot personas was also highlighted to give users the power to shape their bot’s personality. This tone is initially set based on the knowledge base but can be fine-tuned in response to customer feedback.
Safety controls have been integrated as well, allowing customers to specify the types of questions the bot can handle. If sensitive information comes up, the bot can disengage, so it doesn’t stray into the areas it shouldn’t.
AI for cultivating contact centres
Over the past 15 years, Zendesk has made it their mission to improve contact centres and enhance the agent experience. As part of this commitment, they have introduced content cues to alert users when knowledge articles are missing or not performing as expected.
Now, we can look forward to Zendesk AI for knowledge base, a tool that generates knowledge articles instantly. All you need to do is provide the core idea, and AI handles the rest. And there are even more features to make the agent experience better!
Zendesk AI for agents includes features like intelligent triage, which eliminates the need for manual routing. The summarise option empowers agents to quickly scan the ticket history. And, to further streamline interactions, expand assists with response writing whilst tone shift adjusts the agent’s tone to reduce customer frustrations.
AI for employee experience
Zendesk AI has also expanded its capabilities to better understand and address the needs of employees, providing them with faster and more efficient support.
For instance, if an employee requests a new laptop, the IT intent can respond with the relevant upgrade policy and facilitate the submission of a necessary form.
Moreover, the introduction of HR-specific functionality will address sensitive matters like employee misconduct. Tickets with such issues will be automatically restricted and assigned to HR personnel only for viewing.
AI-powered intents for IT and HR are not available just yet but will be rolled out in a few weeks' time.
Advanced Data Privacy and Protection Package
The event also focused on AI safeguards and controls, with Zendesk drawing attention to the new Advanced Data Privacy and Protection Package.
The package incorporates advanced redaction, designed to remove personal data from customer conversations, and access log functionality, which tracks who accessed specific data, when, and from where.
Encryption feature was also discussed, allowing users to bring their own encryption keys for safeguarding sensitive data and enhanced security.
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