Zendesk AI - the virtual assistant in customer service
Zendesk AI is the ultimate virtual assistant when it comes to customer service support. It is primarily about two things. Improving the customer experience by answering questions in the right place without manual effort and supporting the customer service team by providing direct assistance with common tasks (agent experience).
Every company has its own challenges. We help you get the most out of Zendesk AI to save costs in the long term, increase efficiency and improve the overall experience for customers and agents.
guide
support
chat
sell
sunshine
talk
The AI hype and Zendesk AI in customer service
The world has changed a lot since ChatGPT was launched (November 2022). Since then, many people have a completely different opinion of what is technically possible. Even before the official GPT launch in 2022, we were already training customer-specific models via LLMs (Large Language Models) in order to derive automations from them.
Today, there is hardly any software that has not been involved in the use of AI since then. There is also hardly anyone who has not written a prompt in Chat GPT and been impressed by the result.
With the launch of a variety of Zendesk AI features in the Zendesk Suite, Zendesk has also opened the door to taking customer service to a new level in a very efficient way.
→ Find out more about how AI is revolutionising customer service and which technologies are being used in our article AI in customer service.
The 3 core areas where Zendesk AI can help
Customer Experience
The customer receives answers at times when support is not available and without waiting times.
- Increased customer satisfaction
- Relief for the team
Agent Experience
Tasks that always have the same pattern can be performed by an AI. Writing or rephrasing texts is now possible at the touch of a button.
- A happier team
- More net working time for really relevant answers
Admin Experience
There are also a number of tools in the Zendesk administration that make management easier.
- Relief for the administration
- More efficient setup
How Zendesk AI can increase your efficiency
24/7 Customer Service
With Zendesk AI, you too can offer 24/7 support, even if your customer service team may only be manned from 09:00 to 18:00 on weekdays. This means that a bot can also answer enquiries at 01:00 at night that do not yet appear in the team's backlog the next morning.
Summary of enquiries
Depending on your personal use of Zendesk, you may need to get a quick overview as an agent (bot interaction, previous calls with transcription, longer call history via email). Zendesk AI summarises these requests directly to provide a quick overview.
Extraction of knowledge database content
Zendesk AI can access all knowledge base content in a bot flow (widget) and answer questions independently using this data.
Recognition of intents
The customer's intentions are automatically saved in the ticket. Rule-based routing or prioritisation (e.g. using keywords in the text) is no longer necessary.
Extend or rewrite texts
With Zendesk AI, texts can be expanded, made more formal or more relaxed at the touch of a button. A personalised response can be created with just a few keywords. This also works when creating new knowledge articles in Zendesk Guide.
Text analysis 2.0
Order numbers, invoice numbers, articles or product groups mentioned in the enquiry, etc. All of this can be automatically added to the ticket without any effort. The advantage? No more manual effort for routing or meaningful reporting. The required data is directly available.
Macro suggestions for agents and Zendesk admins
Macros are one of the most commonly used features in any Zendesk configuration. Zendesk AI makes it possible to display suggestions for suitable macros to answer the enquiry. In addition, missing macros are displayed to Zendesk administrators to make the setup even more efficient.
... and much more
Zendesk AI is constantly being developed further. In addition, ideas are needed on how AI can provide further added value for the personal setup. Contact us to find out more.
Optimise your customer service with Zendesk AI!
Contact us for a non-binding initial consultation. Let’s find out together how Zendesk AI can further optimise your individual Zendesk setup. For a better customer/agent/admin experience. Let’s revolutionise your customer service together!
It is always a pleasure to work with Leafworks as a customer. Direct and easy contact, quick response and the stuff just works as it should!
Our customers
We support a large number of customers (300+) in the Zendesk environment. Many have been using Zendesk AI features for a long time. Our customers range from startups with 3 agents to large organisations providing customer service in 30 countries with 999+ agents.
“With the help of Leafworks, we were able to realise a mammoth project without any negative impact for users and customers. On the contrary – we were able to standardise customer satisfaction across the entire Staffbase Group at a high level and can now offer efficient multi-product support.”
“The collaboration with Leafworks was very pleasant and professional. Switching to a new support system was a big step for us. Leafworks understood our needs very well, clearly communicated opportunities and obstacles and gave us excellent advice during the transformation process.”
“The collaboration with Zendesk and Leafworks was characterised by the utmost professionalism and reliability from start to finish! […] We were able to start 2 months after the go-live decision and hardly had any teething troubles, which is amazing for such a big changeover.”
‘Thanks to Leafworks, we had a CSM ready for use in a short space of time. The speed and simplicity of the support, the knowledge of our setup and the creative solutions are impressive. I would definitely recommend Leafworks.’
More customers
We are here to help!
Many customer support team issues can be solved through integrations and automations, freeing up time to focus on customer relationship management rather than software administration.
Zendesk support extensions are a great way for organisations to provide the best customer experience through automation. Leafworks is one of the leading experts in Zendesk and has developed integrations that automate processes, such as updating tickets with CRM software like Salesforce Service Cloud, and reduce redundant data entry.
We have developed many Zendesk solutions for companies large and small, so we know what companies are looking for when they decide to expand their system. If you’d like to talk about anything Zendesk related, get in touch and we’ll be happy to help.
Robert Cwicinski
Zendesk expert
- AI
- Automation
- Integrations
- Business Intelligence / BI
- Zendesk
- Digital Transformation
- Custom MVPs
Zendesk AI FAQ
Many functions can be easily activated to generate a direct benefit. It is important for us to understand the specifics of each business in order to make the best possible recommendations.
Yes, Zendesk AI can be activated in any existing Zendesk instance.
Although AI has a reputation in many places for making human interaction obsolete, personal support and personal relationships are and will continue to be necessary. It is more about providing support (e.g. outside of business hours) and, for example, smoothing out the support volume during peak times. More complex cases in particular will continue to be handled by people, at least over a longer period of time.
*** Translated with www.DeepL.com/Translator (free version) ***
Yes, please contact our team at any time for a demo. We will be happy to show you the possible functions within Zendesk.
Ja, melden Sie sich für eine Demo gerne jederzeit bei unserem Team. Wir zeigen Ihnen gerne die möglichen Funktionen innerhalb von Zendesk.
Leafworks Blog
Zendesk-Alternative: Die besten Optionen und Ihre Wechsel-Checkliste
Sie suchen eine Zendesk-Alternative? Von Zendesk, das meist als primäre Kundenservice-Lösung eingesetzt wird, zu einer anderen Customer-Service-Lösung zu wechseln, bedeutet in der Regel eine aufwändige
SAP-Integration an Zendesk in 3 Tagen – Hackathon Bericht
Eine SAP-Integration an Zendesk innerhalb von 3 Tagen – ist sowas überhaupt möglich? Wir wussten es ehrlich gesagt vorher nicht! Wir erhielten die Einladung, im
DSGVO-konformes Arbeiten in Zendesk: Die Leafworks DSGVO-App
Zendesk wird von einer Vielzahl von Firmen genutzt, welche die Datenschutz-Grundverordnung (DSGVO) beachten müssen. Durch die aktive Nutzung werden Kundendaten in Zendesk gespeichert. Die DSGVO-App
Mit Hilfe von Zendesk realisieren wir Projekte im Customer Service Umfeld. Wir übernehmen die vollständige Anpassung an das interne CI/CD, Automatisierungen innerhalb von Zendesk bis hin zu Custom-Apps und Integrationen in Ihre Backend-Systeme, sowie der Nutzung von AI. Lassen Sie uns darüber sprechen, wie wir Ihre CX verbessern können.
Kontaktieren Sie uns
