Zendesk Introduces AI Agent Builder and Other Enhancements to Platform
Zendesk, a leading customer service platform, has recently introduced an AI Agent Builder as part of a major release wave. This new solution allows customer service teams to easily build AI agents, or bots, through natural language descriptions.
For example, a user can simply type in a command like “A customer wants to return a product,” and the AI Agent Builder will recognize the scenario and create a framework for an AI agent. This framework will include steps such as checking the order number, verifying the items to be returned, and cross-referencing the return policy.
One of the key benefits of this new tool is that business users can create these AI agents without needing to design complex flowcharts or decision logic. Developers may need to reference an API for more complex scenarios that involve multiple third-party applications, but Zendesk has streamlined the process to make it easier for customers to deploy AI agents.
In addition to the AI Agent Builder, Zendesk has made enhancements to its AI agents to automate customer contacts that involve multiple steps. For simpler queries, Zendesk can connect AI agents to knowledge sources to autonomously answer them. The vendor has also extended this capability to email and is working on bringing conversational AI capabilities to the voice channel through its partnership with Poly.AI.
Zendesk’s goal is to help customers automate up to 80% of their customer service queries with these AI enhancements. However, the company recognizes that there will always be instances where human interaction is necessary, which is why they continue to improve their Agent Copilot tool.
The enhanced Zendesk Agent Copilot now includes a “Procedure” feature that allows contact centers to define procedures for the Copilot to follow on behalf of live agents. This feature enables agents to ask the Copilot to perform tasks during live interactions, such as scheduling appointments or sending out shipping labels. The Copilot can also proactively suggest procedures and provide guidance in real-time through the new “auto-assist” mode.
Zendesk has also announced Agent Copilot for Voice to provide live call insights and relevant knowledge base content during customer calls. The Copilot is now fully integrated into the Zendesk UI, making it easier for agents to leverage its capabilities directly in their workflow.
Overall, Zendesk’s recent release wave has brought significant advancements to its AI capabilities, making it easier for customers to automate customer service queries and improve the efficiency of their contact centers. With these new tools and enhancements, Zendesk is poised to continue leading the way in customer service innovation.
