Zendesk has integrated its customer service solution with WhatsApp using the WhatsApp Business API Connector. It will enable users to seamlessly communicate using WhatsApp with customers from within their Zendesk solution. Conversations will occur regardless of the chosen channel of the customer whether it is via web, mobile or social messaging. Historically, companies have relied on a single mobile phone to communicate. WhatsApp developed its Business API connector, to enable software companies to integrate their solution to take advantage of the platform in a scalable way.
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.
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.
Machine learning in customer service is used to provide a higher level of convenience for customers and efficiency for support agents. Support-focused tools enabled with machine learning are growing in popularity thanks to their increasing ease-of-use and successful applications across a variety of industries. Gartner predicts that by 2021, 15 percent of customer service interactions will be handled completely by artificial intelligence. Despite it's growing popularity, there's still a lot of confusion concerning how artificial intelligence, and more specifically machine learning, fits within our current understanding of customer service. So let's clear some of that up.