🤖 How to be Successful with Zenes AI: A Comprehensive Guide
Are you looking to enhance your customer service experience? Look no further than Zenes AI, the intelligence layer of the Zenes platform built on billions of points of customer service data. In this guide, we'll cover how to be successful with this exciting new tool and go over a few ways that AI can help you and your team. From enhancing your workflows to boosting efficiency, prioritizing and personalizing your requests, stepping up your self-service, and continuously improving your Zen desk, we've got you covered.
📈 Enhancing Workflows
AI can be great in creating and maintaining escalation paths for those sometimes sensitive or urgent requests. With escalation paths, you reduce customer frustration and improve both the agent and the customer experience. To do so, you can utilize intelligent triage data to organize your team around their strengths and specialties and set up triggers to automatically route tickets as needed.
Intelligent triage is an AI-powered feature that automatically detects what a ticket is about, what language it's written in, and whether a customer's message is positive or negative (its sentiment). With intelligent triage, you can reduce ticket handling time by 30 to 60 seconds, route and prioritize tickets automatically, and use better data to better understand your customers.
🚀 Boosting Efficiency
AI can also help boost your team efficiency by helping automate workflows and specific tasks so agents can focus their efforts on more high-value tasks. One of the most popular features in Zendesk is our macros, but sometimes it can be challenging to update and create new macros based on your team's ever-changing needs. While worry no more, now with our Advanced AI, you can have curated suggested macros brought right to the admins.
Zenus support uses machine learning and the past N9 months of your macro use data to make these suggestions, making both your admins and your agents' lives easier.
🤝 Personalizing Requests
Many industries are looking to deepen their relationships with their customers through personalization as a means to differentiate their service and ensure brand loyalty. In fact, it's what customers expect from the businesses they engage with, according to our 2023 CX Trends report. And AI can definitely help with that.
We want to help you differentiate your service and improve your customer lifetime value with the use of artificial intelligence. Customer intent plays a really large role in personalizing your customer experience with AI. For example, you can tailor your SLAs based on customer intent and sentiment to help your agents prioritize what matters most.
🤖 Stepping Up Your Self-Service
Giving both your customers and teams the means to self-serve and quickly find what they are looking for is key to operational excellence. Think of AI as your first line of defense when it comes to promoting self-service to your end-users. You can strategically plug self-service content throughout your workflows so your customers are aware of your self-service options and quickly get what they need without an agent.
A great way to do this is to use Zenes Advanced Bots with pre-trained intents to intercept high volume requests and intelligently escalate to an agent when needed. When thinking of ticket deflection and AI, it's important to prioritize just a few things. You want to make sure that you have a help center in the first place. You won't be able to service article recommendations without any articles in your help center.
🎉 Continuously Improving Your Zen Desk
AI is optimized for self-service excellence based on billions of data points from real service interactions, and it gets smarter over time, allowing you to improve at every step. To do so, it's important to leverage AI-generated insights to better understand and pinpoint where to continuously improve.
No AI is 100% perfect, and to ensure it's working not only for your customers but also appropriately representing your business, we suggest you build in a validation process to stay on top of and prevent mistakes. A couple of those things we recommend validating include trends and spikes around your request types to adjust your workflows and practices accordingly, to review the manual updates that your team makes to the intent field, and to continuously review those suggested macros we previously discussed.
🎉 Highlights
- Zenes AI is the intelligence layer of the Zenes platform built on billions of points of customer service data.
- AI can help you enhance your workflows, boost efficiency, personalize requests, step up your self-service, and continuously improve your Zen desk.
- Intelligent triage is an AI-powered feature that automatically detects what a ticket is about, what language it's written in, and whether a customer's message is positive or negative (its sentiment).
- Zenus support uses machine learning and the past N9 months of your macro use data to make curated suggested macros.
- AI can help you differentiate your service and improve your customer lifetime value.
- Zenes Advanced Bots with pre-trained intents can intercept high volume requests and intelligently escalate to an agent when needed.
- AI is optimized for self-service excellence based on billions of data points from real service interactions, and it gets smarter over time.
❓ FAQ
Q: What is Zenes AI?
A: Zenes AI is the intelligence layer of the Zenes platform built on billions of points of customer service data.
Q: How can AI help me enhance my workflows?
A: AI can help you create and maintain escalation paths for sometimes sensitive or urgent requests, reduce ticket handling time, route and prioritize tickets automatically, and use better data to better understand your customers.
Q: How can AI help me boost my team's efficiency?
A: AI can help you automate workflows and specific tasks so agents can focus their efforts on more high-value tasks.
Q: How can AI help me personalize requests?
A: AI can help you tailor your SLAs based on customer intent and sentiment to help your agents prioritize what matters most.
Q: How can AI help me step up my self-service?
A: AI can help you strategically plug self-service content throughout your workflows so your customers are aware of your self-service options and quickly get what they need without an agent.
Q: How can AI help me continuously improve my Zen desk?
A: AI can help you leverage AI-generated insights to better understand and pinpoint where to continuously improve.
Resources:
- https://www.voc.ai/product/ai-chatbot (Introducing AI Chatbot)
