Zendesk invests in AI and we like it. I believe some important features are still missing to make Zendesk AI a powerful tool.
- Ticket summary taking into account the client's previous requests (especially relevant if the previous tickets are not solved, but also sometimes the client may have the same problem all the time, which will help the agent to find the best solution)
- Article summary. Building a help center by KC methodology means that we create an article for one question, one task or one problem. It also means that we often need to analyse several articles to find the answer. This is where AI would be useful to
- Analyzing the reasons why customers are reaching us. Our agents must specify a reason when solving a ticket using custom fields. This manual work can be replaced by using AI. In addition, when fire happens, we often do not know why customers are reaching us out because tickets have not been solved yet, and even if they have been solved, Zendesk Explorer report has not been updated yet (because it is not updated in real time). This is also where AI can help us.