Relate, Zendesk, Inc. introduced Zendesk AI, an intelligence layer that makes personalised, efficient and more empathetic customer experiences (CX) accessible for all companies. 

The company has claimed that its new offering combines its decades of data and insights with new AI technologies, including its proprietary models, as well as large language models (LLMs). 

It will help other business enterprises to improve service experiences, save time, better understand their customers, and create seamless interactions. The solution continues to learn over time, is fast to deploy, easy to use, and immediately adds value without the need for large teams of developers or months of implementation time.

Zendesk recently announced a partnership with OpenAI and unveiled new features that leverage the power of generative AI. This includes response rephrasing and tone shift, which helps agents craft clearer and more thoughtful responses to customers. These updates save substantive time and effort for agents.

“More than 90% of our customers already use AI within Zendesk, and we are building on this great foundation with new solutions that any business can use immediately,” said Tom Eggemeier, CEO, Zendesk. 

“AI has significant benefits for agents, admins and businesses that want to deliver the best customer experience, and Zendesk AI will help them instantly see tangible value in cost savings and thousands of hours a month in gained productivity,” he added.

“While running and scaling a successful CX team is complex, using AI should be simple,” said Cristina Fonseca, Head of AI, Zendesk. 

“With Zendesk AI, our proprietary models are specifically trained for CX and designed to immediately deliver actionable customer insights. These foundational features are key to improving customer service quality and agent efficiency, with the potential to be even more powerful when combined with LLMs,” she added.