I believe they could implement AI in a better way for Zendesk Messaging. Right now, there is an AI, but it's not to the level of being an actual agent that can help a customer before getting to a human agent. We identified that we had mostly chat customers, and this specific area is the reason we changed to Pylon because they use AI in a much more practical way, actually helping to reduce the overhead that we had on the technical support team by answering customers with what we had in the help documents.
AI capabilities could be improved, as that is something everyone is trying to integrate now to automate more effectively. The messaging component is not used extensively; usage is fairly small. Zendesk Messaging is being used as a help desk system with people who come in with tickets either during phone calls or through emails.
We would like to have auto-templates for TT closure and TT updates. This will save time in writing the acknowledgment. Templates can be added and edited, thus saving the agent time when on the ticket. I believe that this will contribute to the agent's knowledge, once coming across new ways of customer writing templates.
I believe they could implement AI in a better way for Zendesk Messaging. Right now, there is an AI, but it's not to the level of being an actual agent that can help a customer before getting to a human agent. We identified that we had mostly chat customers, and this specific area is the reason we changed to Pylon because they use AI in a much more practical way, actually helping to reduce the overhead that we had on the technical support team by answering customers with what we had in the help documents.
AI capabilities could be improved, as that is something everyone is trying to integrate now to automate more effectively. The messaging component is not used extensively; usage is fairly small. Zendesk Messaging is being used as a help desk system with people who come in with tickets either during phone calls or through emails.
We would like to have auto-templates for TT closure and TT updates. This will save time in writing the acknowledgment. Templates can be added and edited, thus saving the agent time when on the ticket. I believe that this will contribute to the agent's knowledge, once coming across new ways of customer writing templates.