Artificial intelligence

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The science behind satisfaction prediction Article

The science behind satisfaction prediction

We dive into the guts of Satisfaction Prediction to explain how it can help raise your…

How will artificial intelligence assist customer service agents? Article

How will artificial intelligence assist customer service agents?

New innovations in artificial intelligence will have big upsides for customer service agents, notably for their productivity and efficiency with customers

Machine learning: a new potential in customer service Article

Machine learning: a new potential in customer service

Machine learning will soon affect many aspects of our lives, so here are some potential innovations coming to customer service by way of machine learning

Building trust with automatic answers Article

Building trust with automatic answers

Automatic answers are exactly what they sound like: they're answers that are immediately given to a…

How AI is shaping the latest customer support trends Article

How AI is shaping the latest customer support trends

With the growing vigilance of how trends are being affected by automation, we've noted a few…

Beyond Predictive Analytics: Why the future of AI in sales is prescriptive Article

Beyond Predictive Analytics: Why the future of AI in sales is prescriptive

Held back by an archaic yet steadfast belief in the “art of sales,” the sales industry…

3 takeaways from retail’s Big Show in the Big Apple Article

3 takeaways from retail’s Big Show in the Big Apple

The National Retail Federation (NRF) served up some big speakers at their 2017 Big Show, held…

Gartner predicts 2017: The future of artificial intelligence demystified Article

Gartner predicts 2017: The future of artificial intelligence demystified

It’s not a new topic of contention, but artificial intelligence (AI) is more relevant than ever.…

Zendesk partners with BarkBox to launch the first ever “dog bot” for the holiday season Article

Zendesk partners with BarkBox to launch the first ever “dog bot” for the holiday season

Pup-people with questions about BarkBox can now choose to privately and playfully interact with a dog…

Digital disruptions to the workplace—what every CIO should be thinking about Article

Digital disruptions to the workplace—what every CIO should be thinking about

As part of the annual event a few weeks ago, I joined a panel discussion on…

How businesses can improve the customer experience with machine learning Article

How businesses can improve the customer experience with machine learning

Every interaction offers a business the chance to leave a customer feeling good, helping to build…

How Businesses use Machine Learning for Customer Experience Article

How Businesses use Machine Learning for Customer Experience

Leveraging data to predict customer satisfaction is more important than ever––it can help your business engage…

Report: Predicting customer satisfaction is the future of great customer service Article

Report: Predicting customer satisfaction is the future of great customer service

Most companies measure customer satisfaction, and while it's a very important metric, it looks backward at…

Let the machines do the learning: Introducing Satisfaction Prediction Article

Let the machines do the learning: Introducing Satisfaction Prediction

Support agents have a lot on their plate. Agents must respond to a wide variety of…

Predicting customer satisfaction helps prioritize interactions and prevent churn Article

Predicting customer satisfaction helps prioritize interactions and prevent churn

This report by Ovum, an independent research and advisory firm, features Zendesk’s new Satisfaction Prediction tool.…

5 times virtual digital assistants should take the lead with customers Article

5 times virtual digital assistants should take the lead with customers

Siri, Cortana, and other personal assistants have permeated our lives; every day we depend on them…

Predictive Analytics, Machine Learning and Meaningful Customer Relationships Article

Predictive Analytics, Machine Learning and Meaningful Customer Relationships

Your company’s success hinges on building strong relationships with your customers, and relationships take work. Sometimes…