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Monday, September 19, 2022

Zendesk: Sentiment and Intent With AL

Powerful direction,  How well?

September 15, 2022

Zendesk Launches New Customer Sentiment and Intent Functionality Powered by ML

SAN FRANCISCO, Sept. 15, 2022 — Zendesk, Inc. today announced Intelligent Triage and Smart Assist, new AI solutions empowering businesses to triage customer support requests automatically and access valuable data at scale. By democratizing access to these solutions, companies can see value in minutes by understanding intent and sentiment through account-specific, data-driven models that are customized for individual use cases and drive faster resolutions.

Industry analysts predict that in the near term, AI will touch the majority of customer service interactions, but Zendesk research shows less than a third of companies are currently using AI to help their service teams become more efficient. That’s in part because even as AI technology has rapidly improved in the last five years, software vendors haven’t yet passed those improvements on to their customers and are still selling expensive AI solutions that are extremely time-consuming to set up.

Intelligent Triage and Smart Assist are the next step in Zendesk’s vision to create accessible CX AI for companies of all sizes. The technology uses proprietary industry expertise and insights from trillions of customer data points and applies a vertical lens. This creates models custom to each business capable of identifying the intent, language and sentiment of each customer interaction.

This unique approach to applying machine learning creates more personalized and informed interactions to better serve customers. For example, specific inquiries, such as “I’m having problems with payment”, can be automatically sent to an agent who is equipped to handle billing for a quicker resolution, while inquiries that include language written in all capital letters or in a sarcastic way will indicate a highly negative sentiment and be routed to the top of the queue. ... ' 

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