Zendesk announced its collaboration with OpenAl to launch new capabilities that add to the
power of Zendesk's proprietary foundational models with OpenAl's
capabilities.
Zendesk foundational models
are customized and trained against decades of Zendesk customer
experience (CX) data and industry-specific insights and already save
Zendesk customers hundreds of hours each week. The combination of these
models, Zendesk industry leading knowledge management solutions,
and OpenAl enables businesses to save even more time by leveraging the
power of generative Al to more effectively and efficiently resolve
customer service cases.
"Al can help teams be more consistent, better understand customers,
and derive insights from data," said Cristina Fonseca, head of Al at
Zendesk. "We provide the best Al tools that customers can start using in
minutes. Our work with cutting-edge partners like OpenAl, helps us
leverage the newest technology available to accelerate businesses'
ability to unlock the value of their customer interactions."
Zendesk's unique approach
to Al revolutionizes customer experience solutions by delivering
intelligent responses to customer inquiries without any coding or costly
model building. Additional features powered by OpenAl include:
- Content Summarization: Instantly summarizes long tickets to save agents time by decreasing time-to-ticket resolution.
- Knowledge base and macros creation: Builds on Zendesk's
proprietary system that evaluates missing support articles and creates
articles instantly and boosts productivity by allowing admins to create
new macros.
- Expanding agent replies: Allows agents to create a robust ticket response with one click based on just a few words typed.
The Zendesk Suite already includes many Al-powered CX features right
out-of-the-box, such as conversational messaging, bots, knowledge
management, advanced analytics, and self-service tools. The addition of
OpenAl will provide businesses with a unique solution to enhance their
customer experience and scale to levels that were previously
unattainable.