跳至主要内容

Article 2 min read

How will artificial intelligence assist customer service agents?

上次更新日期 September 21, 2021

Artificial intelligence has the capability to help organizations scale, build trust between companies and customers, and influence the latest trends, but how exactly will it help assist customer service agents? The latest innovations in artificial intelligence will showcase features with big upsides for agents, particularly in increasing agent productivity and seeing that customers are dealt with as efficiently as possible. We’ve highlighted three features of AI that will help assist customer service agents.

Artificial intelligence will assist customer service agents with…

Predictive insights and analytics

Similar to how machine learning algorithms can predict new music or movies that fit your taste, artificial intelligence will be able to make predictions about customers that benefit the agents. These predictions can provide insights to customer behavior based on specific factors, such as the contents and timing of tickets. They’ll also power new tools for predictive analytics; for example, Zendesk’s Satisfaction Prediction can give agents a better understanding of their interactions by using AI to anticipate the customer’s satisfaction (CSAT).

Recommendations for the best next actions

Building off of the benefit of predictive insights, artificial intelligence can provide recommendations for the next best steps. Machine learning models can learn what the best response is to a particular ticket and suggest how an agent should proceed. This can be beneficial for complex products and services with lots of support options, and it can be especially handy for new agents that need the extra level of guidance.

Automated actions

Artificial intelligence can even take predictive capabilities a step further by learning to automate specific reactions to customer tickets. For example, AI can recognize tickets that need urgent attention by enabling a macro response to both a customer and an agent, ensuring that customer’s need are being prioritized while the agent is aware of the urgency. Artificial intelligence can also be used to automate responses to frequently asked questions/low-priority tickets to enhance competence in customer self-service. For example, Answer Bot can learn which help article to direct customers towards, especially if lots of customers are asking similar questions.

相關案例

White Paper

2023 Gartner® Magic Quadrant™

Every year, Gartner evaluates vendors in the customer service and support space. The Gartner Magic Quadrant…

Article
4 min read

CX Trends 2024: Unlock the power of intelligent CX

Ten trends every CX leader needs to know in the era of intelligent CX, a seismic shift that will be powered by AI, automation, and data analytics.

Infographic

5 facts to help you stay cybersecurity savvy

Learn about the current state of cybersecurity and our recommended best practices for a secure Zendesk Suite experience.

Article
7 min read

Don't let these August integrations slip away

New Zendesk app integrations are here. Learn all about how these integrations can help out your sales and support teams.