CustomerZone360 NEWS

Free eNews Subscription and Zendesk Integration Enables AI-driven Conversational Customer Service

By Greg Tavarez February 23, 2023

Virtual assistants are gaining popularity in contact centers as they provide an efficient and cost-effective way for businesses to manage customer interactions.  

In the contact center space, virtual assistants handle those routine tasks such as answering frequently asked questions, providing basic product information and directing customers to the appropriate department or representative. They are also used to gather customer information and provide personalized recommendations based on that data. 

Now, Zendesk customers have access to virtual assistants because of’s integration of its conversational AI XO Platform with Intelligent Virtual Assistant automation for Zendesk Sunshine Conversations, a messaging platform for innovative conversational experiences. XO Platform is a conversational AI platform that offers a blend of conversational AI and digital user experience. The low-code platform provides a secure and scalable end-to-end solution to design, build, train, test, deploy and manage AI-powered virtual assistants. 

The integration allows businesses to develop and launch integrated intelligent virtual assistants that automate customer interactions using Zendesk Sunshine Conversations to resolve user questions and tasks. The intelligent virtual assistant can also transfer the customer to a human agent on Zendesk when queries are too complex or when there is a high-value transaction occurring. 

Companies that use the XO Platform with Zendesk Sunshine Conversations gain total control over their customer experience with no-code deployment and multi-lingual support for over 100 languages. Customers receive 24/7 self-service support, even when live agents are not available. 

Other benefits of the integration include the proven ability to contain up to 90% of customer requests, reduced average handling times by as much as 50% and the ability to learn from customer interactions and apply this learning in future conversations. 

With the XO Platform and SmartAssist integration for Zendesk Sunshine Conversations, available on the Zendesk marketplace, the customer service process is streamlined for Zendesk customers. 

Edited by Greg Tavarez
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Editor

Related Articles

AI Won't Replace Human Agents, But Agents Need to Adapt to Working with AI

By: Tracey E. Schelmetic    9/28/2023

A recent analysis released by workforce management company Calabrio highlighted the essential role of hybrid and remote contact center agents, the exp…

Read More

Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT

By: Tracey E. Schelmetic    9/27/2023

Research conducted by SQM Group found that only 19 percent of call center managers strongly agree that their call center's quality assurance program h…

Read More

More Enterprises Turn to CCaaS to Deliver Better Customer Interactions

By: Greg Tavarez    9/27/2023

Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…

Read More

The benefits of Salesforce phone system integration

By: Contributing Writer    9/27/2023

Salesforce, the global leader in CRM solutions, provides various software options to assist companies in effectively managing their customer relations…

Read More

Now Available from Zoom: Workforce Engagement Management Suite for Contact Centers

By: Alex Passett    9/26/2023

Now available for Zoom Contact Center customers, Zoom's new Workforce Engagement Management suite (including its Workforce Management and Quality Mana…

Read More