be-nz logo
Story image

Zendesk fuses AI into customer services with Amazon Connect integration

10 Dec 2019

Zendesk has announced integration that allows Zendesk Support and Amazon Connect customers to take advantage of artificial intelligence and machine learning technologies, courtesy of AWS.

The new services are designed to improve contact centre agent efficiency, while reducing the time that end users spend interacting with customer service.

According to the Zendesk Benchmark Report, AI-enabled teams see 21 percent faster resolution times while handling about six times the volume of requests compared to their peers.

Companies using the enhanced connector in contact centres can benefit from AWS’ AI and machine learning services such as Amazon Lex, Amazon Polly, Amazon Transcribe and Amazon Comprehend.

This allows companies to provide a more proactive, anticipatory customer experience in which agents are more efficient in anticipating and solving customer issues, as well as helping businesses to address routine problems and questions through intelligently automated self-service.

 “We are excited to continue our work with AWS to help companies provide some of the best proactive contact centre experiences for their customers,” says Zendesk’s president of products, Adrian McDermot.

“By tapping into AI and machine learning, businesses can easily create an intelligent contact centre customer service experience that allows businesses not only to resolve questions and issues more quickly and efficiently, but also in some cases, even eliminating the need for their customers to wait to speak with an agent at all.”

AWS Amazon Connect general manager Pasquale DeMaio says, “The updated connector for Amazon Connect and Zendesk Support is designed to offer the next generation of customer service by empowering businesses to anticipate and intelligently address their customer needs in real-time using AWS artificial intelligence and machine learning services.”

“We look forward to delighting customers around the globe with this integrated customer service solution in 2020.”

The enhanced Zendesk connector for Amazon Connect will be available as a pre-integrated solution starting in late January 2020. It will be deployed directly and through trusted partners globally.

The Zendesk and AWS Connect integration is the latest in a series of integrations between Zendesk and AWS.

In June 2019, Zendesk announced the Zendesk Events Connector for Amazon EventBridge. These connectors are part of a larger effort for Zendesk’s open and flexible CRM platform, Sunshine, to further accelerate the ability for companies to free customer data and allow developers to build out functionality with the tools they prefer – entirely on open standards with the security, scalability, and reliability of AWS at its core.

Story image
Google offers Hangouts features for free in midst of COVID-19
As businesses make the move to work entirely remotely as countries go into lockdown during the COVID-19 pandemic, Google is offering free upgrades on their G Suite for business, providing certain enterprise features for free for the next few months.More
Link image
Learn the art of working remotely
Use Microsoft Teams to your advantage with short, sharp courses for all of your staff - complete with bonus Mastering Remote Working Madness = presentation.More
Story image
Check your home network: Demand will congest internet during Covid-19 lockdown
New Zealand Telecommunications Forum says demand for data will increase as New Zealanders use their home networks to access internet to continue working, learning and to entertain themselves once the entire country goes into self-isolation. More
Story image
Kiwi businesses urged to double down on cybersecurity
Cybercriminals will seek to exploit more businesses that are moving online, particularly as those businesses move to remote working.More
Story image
ThousandEyes launches outage map as internet usage explodes during COVID-19 outbreak
"Over the past couple of weeks, we’ve been inundated with requests from businesses, industry analysts and other various parties wanting to get a better understanding of global internet health during these trying times."More
Story image
Snowflake and Adobe team up to empower marketing teams
The Federated Data Access (FDA) connector integration is part of the Adobe Experience Cloud and enables joint customers to analyse data from Adobe Campaign on Snowflake’s integrated cloud data platform.More