Zendesk empowers businesses with next-gen digital collaboration tools 

Zendesk has announced its acquisition of Cleverly.ai, which provides AI solutions with insight-driven automation to help make  customer service agents more productive.

This investment accelerates Zendesk’s existing efforts in AI-powered agent and admin productivity tools. Zendesk’s current AI technologies are designed to enable businesses to automate the conversations they have with customers, boost agent productivity, and increase operational efficiency, with solutions like Answer Bot, macro suggestions and Content Cues. 

According to Zendesk, in today’s digital-first and distributed landscape, businesses across the globe are facing the constant challenge of keeping up with ever-evolving customer needs. Digital transformation has become top of mind among leaders, with 70% of managers saying it is more important than it was a year ago for their team to adjust to customer expectations.

Companies that aim to deliver excellent customer experiences (CX) need to adopt an agile mindset, as well as a lean and flexible approach to both technology and its implementation.

The latest capabilities, Zendesk has introduced to support companies in being agile in their response to changing customer needs include:

• Messaging at scale: Zendesk’s expanded messaging platform for conversational business introduces proactive messaging tools to help brands offer assistance upfront to clarify customer needs. Supporting brands in agile learning and improvements, Zendesk’s reporting tools offer insights on the performance of a brand’s automation strategy, such as the number of bot interactions escalated to an agent. 
• Improved agent workspace tools: Businesses can ensure agents’ time and energy are invested where it is needed the most with improved routing tools for social channels. And, to help agents manage more complex requests, integrated live chat and voice, now makes it easy to switch the conversation between channels. Content cues, which use machine learning to help improve a company’s knowledge base health, are also now available in more languages, including Spanish, German and Portuguese. Also leveraging machine learning are suggested macros for recommending ticket responses, which support increased agent efficiency at scale. 
• Streamlined collaboration tools and integrations: In this new hybrid, digital-first economy, it is critical to keep your teams connected. Organizations can power their best CX with Zendesk Sunshine, and improve service with new pre-built integrations for collaborations like Slack, Monday.com and Microsoft Teams.  

“In today’s business environment where change is the only constant, organizations are investing in solutions that promote agile collaboration across teams and get rid of rigid legacy processes that aren’t fit for a digital-first world,” said Tim Marsden, senior director, technology partner ecosystem, at Zendesk. “Our partnerships with leading collaboration tools like Slack, Monday.com, and Microsoft Teams can help companies of all sizes stay in sync within one platform, connecting information across the business to better understand and support their customers, no matter where they may be working.”

More information is available at www.cleverly.ai  and www.zendesk.com.