Zendesk Relate 2024: autonomous AI agents and copilot for customer service
In one sentence At its Relate conference on April 16, 2024 Zendesk unveils autonomous AI agents that aim to resolve customer requests end-to-end, an agent copilot for human staff, and new Workforce Management and Quality Assurance features.
At its Relate 2024 conference Zendesk announces a set of AI-based features for customer service. The headline item is autonomous AI agents: they talk directly with customers and aim to resolve both simple and complex requests from start to finish, drawing on the company's knowledge base.
Alongside the agents comes a copilot that assists human agents, suggesting next steps and anticipating customer needs, plus tools for staff scheduling and for checking conversation quality.
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Zendesk
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Zendesk AI, AI agents, Agent copilot, Zendesk WFM, Zendesk QA
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