Zendesk says they have a new AI agent that can handle 80% of support problems on its own. At their AI Summit, they showed off a set of tools powered by large language models meant to make customer support work more smoothly. The main part of this new system is an AI agent that can fix up to 80% of support requests without needing help from a person.
The system also has a co-pilot that helps human agents with tricky questions and special agents for tasks like managing the company, analyzing data, and handling phone calls.
Shashi Upadhyay, Zendesk’s president of Product, Engineering and AI, said, “The world is moving from software made for humans to systems where AI does most of the work.”
This new system comes after Zendesk bought a few AI-focused companies, like Hyperarc, Klaus, and Ultimate, which helped improve their ability to analyze data and automate tasks.
Early tests show that customer satisfaction has gone up by five to ten points, according to the company.
If this works out, it could change the customer support industry.
Zendesk’s platform already handles 4.6 billion support tickets every year for almost 20,000 customers. In the U.S. alone, more than 2.4 million people work in customer service.
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