I also think this summary feature will make escalations to second line so much easier. Not only will native be faster, it's also contained within Zendesk and doesn't need external API's, which is a pro for privacy, and the fact that it's AI is trained on a customers' specific data will make the summary even more precise. But I'm really glad app is now a native feature. Last month my team at Premium Plus launched a basic summary app on the Zendesk Marketplace. That same panel will also suggest a list of macros to the agent, accompagnied by a confidence level to show your agents how sure the system is about using macro. The panel will show customer intent, sentiment and language and allow the agent to also generate a summary of the conversation to quickly get up to speed. Zendesk AI will power a new Intelligence Panel. The first big new item was an improvement to the context panel that's shown to the right of your tickets. Intelligence in the Panel Source: Relate Livestream screenshot You work with your own data, not others'. This allows them to basically jump-start any customer to get valuable data and content out of Zendesk AI, but will also allow them to guarantee security and privacy. Zendesk trained their AI model on 18 billion tickets and 15 years of ticket history, but then gives each customer a model that's (re)trained on their specific ticket set. This allows them to not only use Zendesk AI to detect intent, language and sentiment, but also generate text and summaries based on agent input. He also focused on their new partnership with OpenAI, integrating their generative LLM into Zendesk's core. Zendesk CTO Adrian McDermott positioned AI as a trusted partner, empowering conversational experiences and built on top of your data in a way that combines efficiency and empathy. Naturally, the main focus of the event was Zendesk AI: a new suite of AI and ML capabilities woven throughout the entire product suite. □ Zendesk AI What does the customer want and how do they feel? Zendesk made three announcements during the presentation, with a few other smaller niceties woven throughout the presentation: Some marketing screenshots (see below) show a different take on Zendesk's Garden design, so really curious how the product design will evolve. Really curious on how this will impact the product UI. Quieter colours, a more serious font, but still the same great Z-logo. It feels like a more mature but still familiar version of the current branding. Our new primary colours are espresso and cream, and secondary colours are berry and matcha. The new look focuses on the future and the company we represent, with a few key elements that honour our history. Source: Zendesk Newsroom In rolling out the new brand identity, we said goodbye to kale, one of our core brand colours, the ‘relationshapes,’ and metaphorical imagery we’d used in the past. I like the new slogan, just like the new branding it shows a shift from a company focussed on growth and expansion, to a company that's clearly at the top of its game and want to flex its muscles and show its prowess. No marketing, no sales, no dev-ops, but customers and agents.
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