How is machine learning being used in customer service?
Despite it’s growing popularity, there’s still a lot of confusion concerning how machine learning fits within our current understanding of customer service
Why AI will transform how customer service teams work
Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.
Content Cues: for agile and collaborative help content
Staying on top of knowledge management for help centers can be tricky, but it’s a lot easier with help from artificial intelligence
How AI assistants close the gaps in customer service
AI assistants are capable of quite a bit more than their living room responsibilities. In the workplace, they’re helping to fill the gaps that commonly plague customer service: miscommunications, uninformed support agents, and meeting customers’ expectations.
5 ways that AI is already benefitting the customer experience
It’s great news for businesses that there are already practical applications of AI, especially for the customer experience.
Providing automated self-service where customers (and agents) want it most
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.
5 Customer experience trends for 2018
Let's break down what businesses are doing going into 2018 to prioritize the customer experience
Understanding bot abilities—and limitations
The humans writing scripts and engineering bot handovers still hold the keys to customer service. Why? The answer is three-fold.
What if language wasn’t a barrier for customer support?
With Unbabel for Zendesk, and with help from artificial intelligence, language will no longer be an insurmountable obstacle for customer support agents
What we’re learning from Answer Bot
At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot
How to support your robot co-worker
We’ll learn to work well alongside our robot co-workers, but to get there, both sides are going to have to learn
Why chatbots won’t necessarily replace humans
Chatbots will play a much larger role in customer interactions in the next five years, but not at our expense.
Shaving down ticket volume with Answer Bot
Dollar Shave Club earns a 25% resolution rate with Answer Bot, freeing up agent time for extended chat support hours and other projects
Introducing Answer Bot
A a new way for customers to find the answers they seek even faster – introducing Answer Bot.
The science behind satisfaction prediction
We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers
Chatbots for business: a new support standard
If you’re wondering what’s next in the evolution of customer service technology, look no further than the closest chat window
How will artificial intelligence assist customer service agents?
New innovations in artificial intelligence will have big upsides for customer service agents, notably for their productivity and efficiency with customers
A simple way to understand machine learning vs deep learning
Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference.
Machine learning: a new potential in customer service
Machine learning will soon affect many aspects of our lives, so here are some potential innovations coming to customer service by way of machine learning
Building trust with automatic answers
Automatic answers are exactly what they sound like: they’re answers that are immediately given to a customer without any agent interaction
How AI is shaping the latest customer support trends
With the growing vigilance of how trends are being affected by automation, we’ve noted a few current customer service AI innovations and how they’re likely to continue changing