Conversational artificial intelligence (AI) is a set of technologies that can recognize and respond to speech and tezt inputs. In customer service,the term describes using AI-based tools—like chatbot software or voice-based assistants to interact with customers. Messaging continues to grow as a preferred communication channel for customers, with social messaging apps like Facebook Messenger and Whatsapp Business accounts ezperiencing huge […]

Business-related AI holds lots of promise, and is changing how we work, travel, and communicate. While it’s all still quite new and proven only for some specific use cases, there are quite a few ways that artificial intelligence can be utilized for customer service. It’s especially notable for self-service, the means of how customers solve issues on their own. Artificial […]

There’s no customer experience without artificial intelligence (AI). Join us to watch Zendesk CTO Adrian McDermott lead us in an engaging presentation focused on AI’s next frontier. its impact to CX, and how to stay on the cutting-edge of your customer experience.

Consumers expect service to be seamless and omnichannel. No surprise, given the ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter. That expectation has carried over into the workplace, where employees have the same standards of service as they do for the businesses they patronize. Now more than ever, human resources departments […]

There is no shortage of challenges that companies and HR organizations now face as a result of COVID, and how to best evolve the employee experience is a question that has surfaced as a result. Everyone is trying to figure out what the employee experience looks like when working from home, back in the office, or a hybrid of the […]

Designing a support experience that enables you to have natural conversations with your customers regardless of channel sets up your organization to provide exceptional service both now and down the line. Though it might be tempting to add products and channels piecemeal as you grow, it becomes difficult to later connect the dots and data and provide consistent conversational experiences. […]

During periods of economic instability and uncertainty, customer service leaders are faced with more than standard-fare challenges. These generally fall into three primary categories:• Lowering and prioritizing costs• Scaling for growth and finding creative ways to increase revenue• Retaining customers, who may be facing these same challenges Any of these are difficult on their own and may feel insurmountable when […]

To survive and thrive in a crowded landscape, software, and cloud services companies need to be hyper-focused on one key metric: customer retention. Power is shifting to customers as the subscription model creates a low barrier to churn. While there are many factors at play, one thing is for sure. Software companies are intensely focused on boosting the quality of […]