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

Five9 and Invoca Solution Offers Pre-Call Insights

By: Greg Tavarez    3/29/2023

PreSense combines the power of Five9 Intelligent CX Platform with Invoca's conversation intelligence technology to give contact center agents visibili…

Read More

CUSTOMER Magazine Announces Winners of 3rd Annual Voice Technology Excellence Awards

By: TMCnet News    3/29/2023

The CUSTOMER Voice Technology Excellence Awards recognize vendors that are emerging as the true leaders in this evolving Voice Technology trend.

Read More

Verneek Co-Founder: One Quin Provides AI Support Unavailable on Alexa, Siri, ChatGPT

By: Greg Tavarez    3/29/2023

Verneek, known for delivering Consumer Experience AI to enterprises, launched One Quin to accurately answer personalized consumer questions through vo…

Read More

90% of Consumers Concerned About Poor Vendor Security in 2023

By: Stefania Viscusi    3/24/2023

The majority of consumers are worried about the potential negative impact that poor vendor security could have on their lives in 2023.

Read More

The Pros and Cons of Outsourcing for Small Businesses

By: Contributing Writer    3/24/2023

Outsourcing has become an increasingly popular business strategy for small businesses looking to streamline operations, reduce costs, and focus on cor…

Read More