A Zendesk, a company that offers customer service platforms, aims to simplify the complexity of business and facilitate the creation of connections between companies and consumers. And to achieve this, it continues to position itself in the market with a lot of focus and investment in artificial intelligence.
The use of AI has been growing a lot, and is increasingly present on platforms. It is an ally that simplifies several processes, but must be used strategically and as needed. The expectation is that the tool will develop further in the coming years.
In an interview with Adnews, Fernando Migrone, general director of the company in Brazil, explained the implementations of AI in the company and the relationship between the tool and customers. For Zendesk, the advancement of technology and artificial intelligence provide new scenarios for customer service, with greater gains, agility and efficiency. The company highlights the importance of defining a good strategy, in addition to humanized yes IA
Before implementing AI, companies need to have a well-defined strategy, or they risk disappointing their customers and losing revenue. As with every new technology that rewrites the customer service playbook, such as the internet, cell phones, and instant messaging, companies must be intentional in their approach to AI and commit to it as a long-term investment.said Migrone.
The company believes that 70% of customer interactions will be affected by AI in some way, whether through deflection, automation or agent productivity, and that the tool’s biggest application opportunity lies in the use of Largue Language Models (LLMs) , which assist with most of the manual workload.
Customer expectations are always high. The use of data directly helps to understand this expectation, and consequently, to achieve it. Imagine an agent having to read pages of text to get a summary of a customer’s past issues. AI could help you have an accurate and personalized summary, allowing you to resolve customer issues much fasterhe explained.
The humanization of AI provides tools that truly act with a more personal side, making customers identify and feel valued. Customers often feel without attention because they are directed to artificial intelligence. Therefore, it is beneficial for both the customer and the companies, which will be able to develop better relationships and greater chances of loyalty and retention.
An example of using these bots when a customer asks about order status. Not only can you detect that the customer has a status question, but you can also go into a deeper level, distinguishing between asking about the order tracking number, whether the order has been shipped, when the order will arrive, or helping to find the order tracking number.
Recently, Zendesk announced an AI designed exclusively for intelligent CX. Zendesk AI is a layer of intelligence that provides dynamic, personalized and efficient experiences for customers in all types of companies. This way, experiences improve and interactions and identity are created with the customer, without the need for data scientists, for example.
New features announced by the company:
Bots advanced
Bots Enhanced and pre-trained messaging and email solutions automatically resolve issues and leverage the customer intent database for more personalized, industry-specific, and accurate responses.
Agent assistance
AI-based insights and suggestions improve agent productivity by enabling them to quickly resolve customer issues and use AI-generated content to respond faster with proper context.
Smart screening
Uses intent detection, language detection, and sentiment analysis to create powerful, intelligent workflows that get smarter over time, classify incoming customer requests, and enable teams to improve workflows based on these insights.
We strongly believe in Intelligent CX, which is the union of emotion (or heart) with reason. In practice, this means investing in technologies that increasingly facilitate precision and speed in customer service, without losing empathy and kindness in dealing with customers. This is the type of scenario we are working to provide to companies. Zendesk continues to invest in AI, with the acquisition of Cleverly, in an effort to make the technology available to everyone. Our goal is to improve the lives of both sides of the conversation, whether a consumer, user, citizen or agent, lawyer, salespersonhighlighted Migrone.
However, the company highlights that human beings are still essential to provide more personalized service.
The tools that technology provides us are very important and efficient, but by combining both worlds, technology and human beings, it is possible to provide a service experience that maintains empathy and the human touch, factors that are essentialends.
* Supervised by Jssica Bitencourt | Cover photo: Disclosure/Zendesk
Follow Adnews on Instagram,LinkedIneThreads. #WhereTransformationHappens
