Zendesk brings the power of machine learning to customer service with Automatic Answers
Announcement posted by Bench PR 14 Jul 2016
Zendesk, Inc. (NYSE: ZEN) today announced the launch of Automatic Answers, a feature powered by machine learning within Zendesk that helps customers solve their inquiries faster and enables businesses to have more efficient support teams. Zendesk is one of the first customer service platforms implementing machine learning to natively auto-respond to customer tickets with relevant knowledge base articles, helping solve and deflect customer inquiries before they ever reach an agent.
Automatic Answers was developed in Australia by Zendesk’s Melbourne-based development team, who previously brought Satisfaction Prediction to market and was awarded the 2016 Victorian iAward for Big Data Innovation of the Year.
“Zendesk continues to innovate its machine learning capabilities to help businesses provide effortless customer engagement,” said Adrian McDermott, senior vice president of product development at Zendesk. “Automatic Answers’ predictive capabilities provide customers with the resources they need to solve their issue quickly, and helps businesses free up their agents to focus on inquiries that need a human touch.”
“Zendesk’s Australian development team has grown considerably since its creation in 2012, driven by the strength of local talent,” said Brett Adam, managing director and vice president of engineering at Zendesk Australia and New Zealand. “The team in Melbourne has been responsible for several key global product developments for Zendesk, including many driven by analytics, big data and machine learning. The continued investment in our development team allows Zendesk to attract top engineers and developers and continue to drive innovation here in Australia.”
Automatic Answers enables forward-thinking companies to help their customer service agents become more effective, allowing them to devote valuable time and resources to critical issues. Before, agents had to manually respond and solve simple, repetitive customer tickets. With Automatic Answers, machine learning analyzes a year’s worth of customer and agent actions, learning which articles solve tickets associated with specific keywords and topics. If a customer indicates their inquiry has been solved successfully, the ticket is closed. For tickets that remain unsolved, they proceed to the customer service team as normal.
To meet the needs of their growing customer base and more efficiently help their customers get the most out of the service, Plex is exploring Automatic Answers. Plex provides a powerful and easy-to-use suite of products and services for accessing all your media across all your devices.
“At Plex, we’re always looking at how we can use technology to smartly serve our customers and improve the overall experience,” said Scott Olechowski, Chief Product Officer at Plex. “We’re excited about Automatic Answers because we hope it will give our customers the answers they need to solve their questions faster.”
Zendesk customers interested in early access for Automatic Answers can sign up at zendesk.com/automatic
About Zendesk
Zendesk builds software for better customer relationships. It empowers organisations to improve customer engagement and better understand their customers. More than 75,000 paid customer accounts in 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.