Zendesk’s 2024 CX Trends report is just the last example that shows that AI in CX is here to stay and revolutionize. More and more AI-powered solutions are becoming key in addressing the core challenges faced by modern support teams. We teamed up with Ultimate to look at how CX teams can unlock the value of using AI-powered support solutions.

Using chatbots to tackle customer satisfaction and increase support teams’ productivity

Zendesk’s CX Trends 2024 concludes: “As the era of intelligent CX matures, supercharged chatbots will play a central role in elevating customer experiences”. 70% of CX leaders, the report states, believe that bots are becoming skilled architects of highly personalized customer journeys.

"Recent customer innovations have led to agent-facing use cases being unlocked. Companies are developing tools and features specifically aimed at making agents' jobs easier and more interesting - so we're starting to see a world of stress-free support systmes", says Kimberley Wood, VP of Customer Success at Ultimate. With AI-powered chatbots, support teams can automate routine inquiries and provide instant resolutions to customers. By analyzing tickets and understanding communication style and tone of voice, some AI-powered chatbots can provide responses tailored to the needs of the customers. This, in turn, increases customer satisfaction scores and reduces support teams workloads, allowing them to focus on more complex customer inquiries and requirements.

Watch Ultimate’s AI-powered chatbot in action and see what insights you can get from analytics monitoring its performance in customer conversations

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Making Zendesk instance complex configurations easily readable for quick admin orientation

As configurations get more complex, with many triggers, macros, agents and brands, the admin’s role becomes ever more complex as well. Zendesk admins can benefit from the AI-driven approach of tools they use in their Zendesk instance configuration management to reduce some of this complexity and save valuable time. 

Salto’s representation of configurations as human-readable files allows us to simplify configuration management and provide admins with great visibility into their complex Zendesk instances. 

Watch how Salto’s Explain feature reads these complex configurations and generates plain language descriptions, allowing admins to quickly and easily understand configuration elements like triggers and macros, as well as find dependencies and “where this is used” with just a few clicks. 

These are just two examples of AI-driven changes to the ever evolving CX landscape. Check out our previous posts to learn about conversation summaries, intelligent triage and more tools Zendesk itself provides admins in order to streamline support teams’ work, or read more about managing Zendesk configuration with Salto.

For more from Ultimate and Salto, watch the full webinar - Beyond the buzz: 3 CX challenges AI can help solve today.