Automate +80% of your interactions
公司规模
Large Corporate
国家
- United States
产品
- Zendesk AI Agents
技术栈
- Generative AI
- Analytics Suite
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Productivity Improvements
- Customer Satisfaction
技术
- 分析与建模 - Generative AI
- 功能应用 - 企业资源规划系统 (ERP)
适用行业
- Software
- Professional Service
适用功能
- 商业运营
服务
- 软件设计与工程服务
- 系统集成
关于客户
The target customers for Zendesk AI agents are large corporations and enterprises that prioritize customer service as a key component of their business strategy. These companies operate in various industries, including software and professional services, where customer interactions are frequent and critical to business success. They are looking for solutions that can automate a significant portion of their customer service operations to improve efficiency and reduce costs. These organizations value flexibility and scalability in their technology solutions, allowing them to adapt to changing business needs and expand into new markets and channels. They also seek tools that provide actionable insights and analytics to enhance decision-making and service quality. The ideal customers are those who are open to adopting innovative technologies like AI to transform their customer service operations and achieve a high level of automation.
挑战
In today's fast-paced business environment, companies are constantly seeking ways to enhance customer service while reducing operational costs. The challenge lies in providing instant, high-quality support across multiple channels without overwhelming customer service teams. Traditional methods often result in long ticket queues and delayed responses, leading to customer dissatisfaction. Additionally, businesses face the challenge of integrating new technologies without disrupting existing systems or requiring extensive technical expertise. The need for a solution that can be implemented quickly and scale efficiently is paramount. Companies are also looking for ways to gain insights from customer interactions to continuously improve service quality and maintain a competitive edge.
解决方案
Zendesk offers a comprehensive AI-driven solution designed to automate over 80% of customer interactions. The solution leverages generative AI to provide instant, on-brand responses to frequently asked questions by connecting AI agents to the company's knowledge base. This allows businesses to achieve up to 30% automation rates quickly. The AI agents are designed to handle complex issues autonomously, providing personalized and controlled conversations that can achieve 40% automation rates. By integrating with backend systems, the AI agents can authenticate customers and provide contextual responses, further increasing automation to 50%. The solution also includes a robust analytics suite that allows businesses to track performance, ensure quality, and make data-driven improvements, reaching 60% automation rates. Ultimately, the solution enables companies to expand their use cases, channels, languages, and markets, achieving over 80% automation rates and significantly enhancing customer service operations.
运营影响
数量效益
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
相关案例.
Case Study
SET Creative Ditches Google Vault for Datto Backupify
When Kienholz first started at SET, the staff was using Microsoft Outlook for email with no form of data backup. It became apparent that something needed to change as the staff was often burdened with trying to recover emails from departed employees. Kienholz transitioned the team to Google’s Gmail and implemented Google Vault for backup purposes. While SET employees quickly adjusted to Gmail, which many use for personal email, the same could not be said for Google Vault. “Unlike most Google products, Vault was not user friendly at all. It’s very hard to search for items. We never really figured out how to do a restore either,” explained Kienholz. Due to SET’s work with high-profile brands, projects often go through many rounds of revisions right down to the eleventh hour. This means that every bit of information - especially data living in project managers’ emails - is crucial to delivering clients a polished design at deadline.
Case Study
Infosys achieves a 5–7 percent effort reduction across projects
Infosys, a global leader in consulting, technology, and outsourcing solutions, was facing significant challenges in application development and maintenance due to its distributed teams, changing business priorities and the need to stay in alignment with customer needs. The company used a mix of open source, home-grown and third-party applications to support application development projects. However, challenges resulting from distributed teams using manual processes increased as the company grew. It became more and more important for Infosys to execute its projects efficiently, so they could improve quality, reduce defects and minimize delays.
Case Study
Arctic Wolf Envelops Teamworks with 24x7 Cybersecurity Protection and Comprehensive Visibility
Teamworks, a leading athlete engagement platform, faced rising cyberthreats and needed enhanced visibility into its network, servers, and laptops. With software developers connecting from all over the world, the company sought to improve its security posture and position itself for future growth. The company had a secure platform but recognized the need for a more proactive solution to identify gaps within its technology infrastructure. Data exfiltration and malicious access were top concerns, prompting the need for a comprehensive security upgrade.
Case Study
Sawback IT and Datto Save Client From a Costly Mistake
Ballistic Echo, a software development house, faced a critical challenge when human error led to the deletion of thousands of lines of unique code. This incident occurred before the code was pushed to source control, resulting in significant loss of time, revenue, and work. The previous file-level backup solution they used was slow and inefficient, making it nearly impossible to manually recreate the lost work. The need for a more reliable and efficient business continuity solution became evident to avoid such disasters in the future.
Case Study
Opal Helps Customers Shine Thanks to Datto
SP Flooring & Design Center faced a ransomware attack that encrypted and locked their files. The attack was initiated through a compromised service account set up by an outside vendor. The ransomware infection was isolated quickly, but there was a concern about the extent of the data at risk. The company had backups in place but was unsure of how much information was compromised. The situation required immediate action to prevent further damage and restore the affected data.
Case Study
Zapier Aggregates Multiple Analytics in a Single Dashboard with the New Relic Platform
Zapier, a company that enables non-technical users to push data between hundreds of web applications, was facing a challenge in automating and provisioning servers for optimal performance. The company's environment consisted of 50 Linux servers on the Amazon Elastic Compute Cloud (EC2), a Django application split across several servers, and a backend consisting of a dynamic number of celery task workers fed by messages published to a RabbitMQ cluster. They also maintained a number of internal web services on nginx in front of Gunicorn and Node.js processes. Redis handled simple key and value stores, with logging handled by Graylog2 and ElasticSearch. However, they realized that no level of automation would be sufficient without an effective monitoring solution in place. They needed a tool that could provide immediate alerts when something was breaking and could be easily implemented into their environment.
