<div>
  <p>
  </p>
  <ul>
    <li>
      <p>
        Zendesk, a customer service platform, has introduced a new AI-powered customer service automation solution at its global conference, Relate.
      </p>
    </li>
    <li>
      <p>
        Named Zendesk AI, the solution will include autonomous AI agents that can interact with customers automatically and handle inquiries, workflow automation tools, and a GenAI copilot that enables human agents to improve interactions using historical conversation data.
      </p>
    </li>
    <li>
      <p>
        Moreover, its other features include personalized intents for a better understanding of customer needs, GenAI tools to efficiently manage knowledge bases, and AI reporting for tracking performance indicators. The company claims that the tool can automate almost 80% of customer service requests and decrease resolution times by 30%.
      </p>
    </li>
    <li>
      <p>
        <b>Analyst QuickTake: </b>
        &nbsp;While not explicitly disclosed, the launch of Zendesk AI seems to have directly resulted from the company&rsquo;s 
        <a href="https://sp-edge.com/updates/27553">
          recent acquisition of Ultimate
        </a>
        , a GenAI-powered customer service automation platform. At the time of the acquisition, the company stated its plans to integrate Ultimate&rsquo;s AI agent technology into its platform and expand its AI capabilities. Moreover, the launch is in line with a wider technological trend of leading players deploying GenAI-powered automation tools during the past month. 
      </p>
    </li>
  </ul>
  <p>
  </p>
</div>


<div>
  <p>
    <a href="https://www.zendesk.com/newsroom/articles/relate-2024/">
      <b>Press release</b>
    </a>
  </p>
  <p>
  </p>
</div>


Workflow Automation Platforms

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<div>
 
 <p>At its global conference, Relate, customer service platform Zendesk unveiled a new customer service automation solution powered by AI, named Zendesk AI.</p>
 <p>The AI offering includes autonomous AI agents able to interact with customers automatically, handle inquiries, and leverage workflow automation tools. In addition, its GenAI copilot uses historical conversation data to support human agents in enhancing customer interactions. </p>
 <p>Zendesk AI features personalized intents for a superior understanding of customer requirements and GenAI tools can effectively manage knowledge bases. AI reporting is available for monitoring key performance indicators. According to Zendesk, the tool is capable of automating nearly 80% of customer service requests, potentially reducing resolution times by 30%.</p>
 
</div> <p><b>Analyst QuickTake:<br>
 </b> &nbsp;While not explicitly disclosed, the launch of Zendesk AI seems to have directly resulted from the company’s <a href="https:<br>
//sp-edge.com/updates/27553"> recent acquisition of Ultimate </a> , a GenAI-powered customer service automation platform. At the time of the acquisition, the company stated its plans to integrate Ultimate’s AI agent technology into its platform and expand its AI capabilities. Moreover, the launch is in line with a wider technological trend of leading players deploying GenAI-powered automation tools during the past month.</p>

Zendesk launches new AI-powered workflow automation solution at 'Relate' conference

<div>
 
 <p>Zendesk, a customer service platform, bought Ultimate, a German Service Automation Platform, with the value of the purchase not specified. </p>
 <p>Ultimate's platform, powered by GenAI, helps users automate customer service tasks using AI agents. It's compatible with multiple backend systems and provides a variety of services such as chat automation, ticket automation, request resolution, and reporting and analytics tools. It allegedly automates up to 80% of support requests.</p>
 <p>The acquisition set to close in March, will continue to push Zendesk's AI capabilities forward by combining the agent technology of Ultimate into their platform. Zendesk also noted that close to 140 Ultimate employees will be part of their workforce as a result of the deal.</p>
 
</div>

All Updates

Zendesk launches new AI-powered workflow automation solution at 'Relate' conference

Zendesk acquires service automation platform Ultimate for undisclosed sum