Introducing Answer Bot - Zendesk

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Customers should be able to choose the path of least resistance, the one that gets them from point A to B the fastest. This means being able to solve a problem quickly and ideally all on their own. Forrester found that 76 percent of customers prefer to find their own answers as opposed to speaking with a support agent. Today, we're releasing a new way for customers to find the answers they seek even faster – introducing Answer Bot. Answer Bot is built into Zendesk Guide and uses machine learning to respond to customer questions with content from your knowledge base.


Zendesk rolls out new products for more integrated customer service

ZDNet

The Zendesk Suite brings together Zendesk Support, Guide, Chat and Talk. Zendesk on Thursday is rolling out some new ways to provide more tightly integrated customer service experiences. First, Zendesk has bundled various products -- Support, Guide, Chat and Talk -- into one omnichannel package that's easy to deploy. Zendesk makes the case that it will help businesses offer a consistent customer service experience, whether it's over the phone, through live chat, email, or self-service help centers. Along with providing a consistent customer experience, the company says a unified interface should improve collaboration and create more consistent reporting within companies.


Zendesk's "Automatic Answers" taps machine learning, AI to generate bot-style email responses

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Chat bots have ballooned in popularity in recent months, and now we're seeing some interesting examples of how that technology, where computers interact and respond to human requests, is being used to solve other problems. Today, Zendesk is taking the wraps off "Automatic Answers", a service for businesses to reply to emails from customers without ever having a human employee get involved. Automatic Answers is not your average, run-of-the mill email autoresponder. The service was built using a machine learning platform that Zendesk's in-house teams of data scientists and engineers, which are based out of Melbourne, Australia, have been developing on for a while now. That machine learning platform was first announced last year and it also powers a service Zendesk announced last October, Satisfaction Prediction, which is able to monitor customer-company interactions to -- as its name implies -- determine whether the customer is getting what she or he needs.


Zendesk's "Automatic Answers" taps machine learning, AI to generate bot-style email responses

#artificialintelligence

Chat bots have ballooned in popularity in recent months, and now we're seeing some interesting examples of how that technology, where computers interact and respond to human requests, is being used to solve other problems. Today, Zendesk is taking the wraps off "Automatic Answers", a service for businesses to reply to emails from customers without ever having a human employee get involved. Automatic Answers is not your average, run-of-the mill email autoresponder. The service was built using a machine learning platform that Zendesk's in-house teams of data scientists and engineers, which are based out of Melbourne, Australia, have been developing on for a while now. That machine learning platform was first announced last year and it also powers a service Zendesk announced last October, Satisfaction Prediction, which is able to monitor customer-company interactions to -- as its name implies -- determine whether the customer is getting what she or he needs.