Quick Overview
Zendesk employs AI to gather, analyze, and present insights from customer feedback collected via surveys, support tickets, and conversations. Their AI tools automate sentiment scoring, trend identification, and provide agent-facing copilots to help support teams respond effectively. This leads to improved support quality, faster issue resolution, and better product decisions.
Zendesk
Company Size
Large multinational customer service software provider
Revenue Range
Not publicly disclosed
Primary Challenge
Understanding and acting on large volumes of customer feedback efficiently
Key Metrics
\- Automated sentiment scoring and trend detection\- 9.44% increase in CSAT for clients like Motel Rocks\- 50% reduction in support tickets\- 88% CSAT via AI QA tools\- Faster agent response and improved workflows
The Problem
Manual analysis of customer feedback is slow, incomplete, and unable to scale with growing interactions
The Solution
AI-powered sentiment analysis, automated surveys, agent copilots, and QA tools integrated into Zendesk platform
Results
\- Faster, data-driven customer insights\- Improved agent performance and customer satisfaction\- Proactive issue detection and churn reduction\- Enhanced decision-making from feedback trends
“Zendesk AI helps us understand customers better and act faster, improving satisfaction and reducing tickets.”
Zendesk Customer Success Team
Details
Industry
Technology & SaaS
Departments
Customer Support & Service
Use Cases
User Feedback Analysis
Tags
GenAI
NLP
Scalability
Team Efficiency
Time-Saving
AI Tools Used
No items found.
Sources
https://www.zendesk.com/blog/ai-customer-feedback/https://www.zendesk.com/blog/customer-feedback-analysis/https://www.zendesk.com/blog/ai-for-customer-success/https://aws.amazon.com/solutions/case-studies/zendesk-deep-learning/
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