Zendesk AI

The complete AI powered service solution, perfect blend of automation and human assistance to deliver the best customer service for the AI area. 

 

Three essential things it does to help analyze and predict:

• Automate
  • customer experiences
• Optimize
  • service workflows
• Assist
  • solve issues faster

 

Focus on experience:

• why: Customer’s business priority
  • automate, optimize and assist
• how: use cases
  • solve queries, mitigate churn, resolutions, FAQs, etc
• What: products
  • Ai agents, copilot and WEM

 

Analogy for AI in zendesk: An AI agent is like a self driving car. Copilot is like a gps for the human driver. 

 

Discovery

• listening to the pain points of the customer and goals
  • reduce repetitiveness, optimize, automation, etc
• look for:
  • Metrics like, ticket volume, splits, efficiency metrics, self service, one touch, CSAT, productivity.
• Investigate and ask
  • first reply time, resolution time, # of one touch tickets, knowledge base.

To recommend AI agents look for signs they need to automate, scale.

• high one touch ticket
• long first response time
• low self service ratio

To recommend copilot look for signs they want to improve agent workflows and consistency

• high avg handle time
• low csat score
• full resolution time
• using macros 

Summary:

AI agents are frontline assistant and Zendesk copilot is agent and admin efficiency tool

 

Zendesk Agents

Zendesk Agents, we offer two plans, essential and advanced. We aim to automate 80% of tickets.

Zendesk Copilot most advanced AI agent tool, it delivers consistent service, increase agent productivity
 

We need to know what to ask our clients to have an idea on how they work

• approach on after hours support
• prioritization on tickets
• more often questions they face, repetitiveness
• goals for improving resolution times

 

Plans

 

What is included in essentials:

• generative replies
  • deliver answers to customers by connecting to knowledge base
• AI agents persona
  • CX conversations for your brand with consistent tailored tone. formal informal, or short and long answers
• 30 languages supported
  • no manual translation required (What's being translated here is the AI agent is taking the information from your articles, and it's translating it to the customer.)
• Key metrics & Insights
  • Optimize your AI agent performance across the customer journey
• Escalation data capture and fallback handling
  • automated resolutions, handoff and usage

What is included in advanced: 

• All essential features
• AI agent builder
• conversation flows and hybrid flows
• Omnichannel functionality
• Comprehensive API access and orchestration
• AI agent spanning analytics and robust reporting
• Multiple data Sources beyond ZD knowledge base.

 

AI agents advanced

• Upgraded AI agent builder
  • deploy and scale AI agents in minutes
• Powered by adaptive reasoning
  • analyze requests, determine best course of action and adjust in real time to handle complex issues
• Reasoning controls
  • real time visibility into AI agent’s thought process and refine behavior for reliable resolutions
     

Pricing

We still have seat-based pricing. When you purchase your Zendesk, you're still buying it based on a plan level and a certain number of agent seats. But, when it comes to the AI features, we now have a pricing model that is about your automated resolutions. You're only paying for the automation, for the resolutions that you actually got. So if, your AI agents are not resolving those tickets, you're not having to pay for those interactions.

• Pay for performance by only paying for tangible outcomes
• Flexible volume plans that adapt to your success and business goals
• Try before you buy
• Scale with clear view into usage

Automated resolution: Successful resolution of an issue without the need of human interaction

 

How is an automated resolution counted? Here we can see a diagram on how this works.

Copilot

Copilot is proactive AI assistant for service - empowering your agents with real-time, intelligent support to resolve issues faster and more personally.

• Increase agent productivity
• Deliver consistent service
• Ensure unforgettable service

Know what to ask to recommend Copilot

• What challenges do you come across when it comes to building out your knowledge base?
• How are you currently ensuring the consistency and quality of responses across your service team(s)?
• What are the key metrics you prioritize when it comes to measuring your agent’s performance? Quality? Ticket per hour?
• Do new agents struggle with onboarding or knowing what to say in tricky tickets?

There are multiple features in Copilot for Assisting customer experience: 

• Auto Assist is a feature of copilot, is all about helping agents move faster without sacrificing quality or control.Works like this:
  • First, it guides agents step-by-step using your business procedures written in plain language.
  • Then, it suggests responses and actions based on the context - the agent can review and approve with a click.
  • And finally, it can even automatically complete approved tasks - like updating systems or sending a reply - saving time and reducing repetitive work.
• Action builder, no-code builder gives admins the power to connect Zendesk to tools like Jira, Slack, or Salesforce, and automate routine actions — like updating customer profiles or merging tickets.
  It comes with a growing library of prebuilt actions, and even lets you create your own using APIs. So whether you're handling internal processes or updating data in external systems, Copilot can now take the right next step automatically.
• Enhance Writing & Tone of Voice, use generative AI to improve agent responses in different ways. Agents can use generative AI to instantly refine their replies. Whether they need to add more detail, simplify a response, match the tone of the conversation, or reformat something into bullet points.

It can also suggest macros, first replies, merge suggestions, quick answers, similar solutions and insights.

Optimize customer experience

There are multiple features in Copilot for optimizing customer experience: 

• Intelligent triage is an AI-powered feature that automatically detects what a ticket is about (its intent), what language it's written in, and whether the customer's message is positive or negative (its sentiment).
• Custom Intents, business changes due to the types of conversations you're having with your customers, custom intents can tailor your Zendesk AI to detect specific reasons your customers are reaching out.
• Generative AI for knowledge, you have to manually create articles and things, so it's a bit of a pain. But, with generative AI for knowledge, with just a few bullet points or notes, your team can use AI to quickly generate full articles or expand on existing ones, while keeping the tone, clarity, and branding consistent for your, you know, brand.
• Macro Suggestions, AI looks at patterns across all agent replies in your account and automatically suggests new macros when it notices the same message being sent repeatedly.

It is important to mention that you need to have suite Professional, Enterprise, or Enterprise Plus to get copilot add on.

For more information about zendesk add ons, you can look in this link to know what type of account you need to add them. https://support.zendesk.com/hc/en-us/articles/4408834152730-About-Zendesk-add-ons

Resources:

Demo Zendesk's Essential & Advanced AI Agents. AI Agents Interactive Hub: https://www.ultimate.ai/partners/zendesk-interactive-experience

• Slide Deck for Zendesk AI: Zendesk AI
• Zoom Recording of Zendesk AI: https://zendesk.zoom.us/rec/share/l-WFZPqnK3CMR_fXb_Ojdgtt0ACYafeIv89vTPJt5YhgXSjdP5gvIBZH9wCuquBZ.m9c7n-8I3cnPj5Am
  • Código de acceso: Ln3kL&2U