Zendesk, Inc. announced market-leading customer experience (CX) generative AI advancements that allow companies to realize immediate business value through improved customer satisfaction, reduced costs and increased customer loyalty. Zendesk AI: As part of the Zendesk AI solution, companies can now deploy generative AI-powered bots that quickly and seamlessly supply answers to customers. Additionally, agents, admins and managers now have more AI tools to customize and enhance their CX solutions.

AI for Voice: As part of this next wave of Zendesk AI innovation, agents now have the option to receive AI-generated conversation summaries and transcripts that capture customer sentiment, which increases productivity and reduces costs. Advanced Data Privacy and Protection: Available now, businesses now have access to advanced safeguards and controls to manage customer data and ensure that generative AI is safely and securely deployed. New generative AI capabilities create authentic conversations.

According to the 2023 Zendesk CX Trends Report, nearly 70% of consumers expect most companies will use generative AI to improve their experiences. The new Zendesk generative AI capabilities enable bots to summarize key information from multiple help center articles for more natural conversations with customers. With these Zendesk AI enhancements, agents can resolve requests faster and more consistently with contextually similar tickets.

Additionally, admins can review AI-provided intent suggestions that address gaps in answers as well as adjust bot tone to be more casual or professional to stay consistent with brand persona. As part of this release, Zendesk AI is expanding intent detection to additional industries and use cases including Insurance, Travel/Tourism and more. Companies in these industries can now take common intents and edit them for their specific needs such as detecting frequently asked questions by travelers, and escalating to agents who are specially equipped to handle these issues.

Additionally, Zendesk announced AI for Voice which further reduces manual work for agents working on the phone by summarizing the conversation, providing a transcript and identifying customer sentiment. This saves time and allows agents to focus on customer resolutions.