Integration provides Zendesk customers with strong Self-service and Assist resolution capabilities, cutting operating expenses while delivering great CSAT.
Aisera, the top AI-driven platform for automated customer experiences (CX), revealed today that Zendesk’s Sunshine Conversations Marketplaces now offer its solutions as a new app integration. Collaboration on use-cases in Customer Service, Support, Sales and Marketing, and e-Commerce will take place between Zendesk and Aisera. By offering deep connectors to Zendesk tickets, knowledge base, and messaging capabilities, Aisera’s market-leading and best-in-class AI and Automation platform will be available to Zendesk users.
The combination of Aisera and Zendesk enables AI-powered service experience solutions, self-service for users, workflow automation, and AI support for agents. Additionally, it will enable potent self-service experiences across native Zendesk supported channels, including webchat, email, social media, and SMS, thanks to its integration with Zendesk’s Sunshine Conversations messaging platform. Aisera enables a seamless shift to a live agent in Zendesk Agent Workspace for encounters that need human support. For a quicker response and better client experience, agents can review chat history to make sure they have all the information pertinent to the request.
“Aisera’s AI and Automation platform will enhance the customer experience for Zendesk customers with Conversational AI, Conversational Automation and AI Assist and Support Intelligence capabilities”, “We’re excited to help our customers accelerate their adoption of AI to transform their customer experiences. Together, we will provide users with powerful, personalized and proactive service experiences for enterprises.”
Pascal Pettinicchio, Vice President of Tech Alliances, Zendesk
Positive feedback regarding the integration of Aisera and Zendesk has come from shared clients, including Dave, one of the world’s fastest-growing financial services companies.
“Dave wants customers to feel empowered when using our product”, “Conversational AI is a great way for us to immediately provide value and elevate our customer experience. Aisera is a partner we can collaborate with to create and quickly deploy a smart solution that puts customers first, enabling us to see results almost immediately. We look forward to growing with Aisera as a partner and creating dynamic customer solutions.”
Mia Alexander, Vice President of Customer Success, Dave
With its out-of-the-box, industry-aware taxonomy of more than five billion intents and one trillion phrases spanning more than 100 languages, Aisera’s multilingual conversational intelligence is very successful. Additionally, it actively learns from previous tickets, interactions, user, agent, and knowledge base activities in order to continuously enhance prediction accuracy and overall service quality. Aisera successfully auto-resolves 75% of customer support queries and reduces average resolution times by 90%. It also increases customer success scores (CSAT) by 85%.
“In today’s world where organizations are facing financial headwinds, AI and Automation are essential to keep costs down”, “Aisera’s AI Service Experience (AISX) platform accurately detects users’ intent and empowers them with instant and autonomous resolutions to their requests through self-help and automation. Agents can better focus on solving complex issues and get proactive support from the AI virtual assistant. We are thrilled to work with Zendesk and deliver exceptional improvements in customer satisfaction, agent productivity and boost cost savings.”
Muddu Sudhakar, CEO and co-founder, Aisera