Zendesk extends genAI offerings to secure data and privacy

SaaS company Zendesk has expanded upon its generative AI offerings to help businesses further transform the technological capabilities of their operations

Zendesk is extending its CX leadership with powerful generative AI offerings, offering capabilities to further secure data and ensure privacy in the evolving AI landscape.

These advancements in generative AI are designed to allow companies to realise immediate business value through improved customer satisfaction, reduced costs and increased customer loyalty. These include Zendesk AI, where companies can now deploy generative AI-powered bots that can quickly and seamlessly supply answers to customers.

In the midst of widespread disruption to businesses, where companies are finding themselves underprepared for AI, offerings like these will hopefully work to enhance positive transformation.

Customisable solutions: AI designed to help businesses advance current strategies

Zendesk believes that new generative AI capabilities are able to create authentic conversations within business. With more AI tools, agents, admins and managers are able to customise and enhance their CX solutions. 

As part of this offering, AI for Voice will allow agents to have the option to receive AI-generated conversation summaries and transcripts that capture customer sentiment. 

Seeking to increase productivity and decrease costs, customer-facing chatbots are currently the most widely adopted first use case for generative AI. 92% of respondents in an AWS survey stated that they were highly likely to implement them into their business operations, with 63% saying that this was already in production.

According to Zendesk’s 2023 CX Trends Report, nearly 70% of consumers expect most companies will use generative AI to improve their experiences. With this in mind, the new Zendesk generative AI capabilities will work to enable bots to summarise key information from multiple help centre articles for more natural conversations with customers. 

With AI enhancements at this scale, agents can hopefully resolve requests faster and more consistently with contextually similar tickets. In addition, admins can review AI-provided intent suggestions that address gaps in answers, as well as adjust bot tone to be more casual or professional depending on the business.

“Today, the innovation and use of generative AI is evolving at record speed, becoming top of mind for every corporate executive,” says Matthias Goehler, EMEA CTO at Zendesk. “Fast customer service is a huge competitive differentiator. Investing in generative AI can massively increase agents’ productivity, all while providing quick responses in line with the company’s identity and customers’ needs and preferences, delivering the best experiences.”

Control and flexibility over data management

As the demand for AI-driven and personalised experiences grows, companies are finding it increasingly important to secure data across the customer journey. 

With Zendesk holding a commitment to trust and security, the company is working to provide auditability, encryption and business resilience as well as a variety of certifications including FedRAMP and ISO certifications, along with compliance controls to meet HIPAA and GDPR requirements.

The company has also launched an Advanced Data Privacy & Protection package to provide companies with greater control and flexibility over customer data and better safeguard their businesses as a result. These tools will involve stronger and targeted encryption and stronger visibility by logging who accesses and searches for data and ultimately help businesses manage rapidly evolving requirements.

With these enhancements, Zendesk is aiming to help businesses unlock the power of their customer interactions. Moving forward, the company is committed to leading the CX industry and accelerating innovation, especially in AI.

“There is a lot of value and power that generative AI and LLMs promise for businesses. However, we must set an example on building CX responsibly and guide our customers to reduce risk,” said Cristina Fonseca, Head of AI, Zendesk. 

“In line with our security principles and privacy framework, we have built in safeguards and control for companies to set limits for bots. For example, when sensitive information (such as medical history) comes up, an agent must be brought into the customer conversation.”


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