Zendesk Introduces AI Agent Builder and Other Enhancements to Platform
Zendesk has recently made a significant announcement with the introduction of an AI Agent Builder as part of a major release wave across its platform. This new solution allows customer service teams to easily build bots, now referred to as “AI Agents” by Zendesk, through natural language descriptions.
Imagine being able to simply type in a command like “A customer wants to return a product” and have the AI Agent Builder recognize the scenario and develop an AI Agent framework for you to review, test, and deploy. This framework would include steps such as checking the order number, verifying the items to be returned, and cross-referencing the return policy.
What sets this solution apart is that business users can handle this process without the need for complex flowcharts or decision logic. While developers may need to reference an API for more complex AI Agents that involve multiple third-party applications, Zendesk has streamlined the virtual agent design process to make it more accessible for its customers.
But the enhancements to Zendesk’s AI Agents don’t stop there. The AI Agent Builder can automate customer contacts that involve multiple steps, while also connecting a single AI Agent to trusted knowledge sources for simpler queries. Zendesk has even extended this capability to email and is strengthening its partnership with Poly.AI to bring conversational AI capabilities to the voice channel.
With a focus on voice automation, Zendesk aims to help customers automate up to 80 percent of their customer service queries. However, Zendesk recognizes that there will always be instances where human interaction is necessary, which is why they continue to advance their Agent Copilot with new capabilities.
One of the most exciting features of the enhanced Agent Copilot is the “Procedure” feature, which allows contact centers to define procedures for the Copilot to follow on behalf of a live agent. This feature enables agents to ask the Copilot to perform tasks during a live interaction, providing proactive suggestions and recommended responses in real-time.
Zendesk’s recent developments, including entering the workforce engagement management market, collaborations with Meta and AWS, and the introduction of an outcome-based pricing model, showcase the company’s commitment to innovation and customer-centric solutions. These advancements will undoubtedly be a major talking point at the upcoming Zendesk AI Summit, highlighting the continued evolution of Zendesk’s platform and services.
