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Five AI tips to improve your Zendesk workflow

Updated: May 12, 2021

1. Bring more insight to your Zendesk Views

Views organize your tickets by grouping them into lists based on certain criteria. Pre-set Zendesk View can be modified and extended to your own needs. Adding labels of your choice creates more meaningful views to determine what tickets need attention from you or your team.

2. Keep your customers satisfied

Advanced AI technology minimises human effort and maximises accuracy and scope. Tags can be automatically applied to tickets created or updated on Zendesk. These tags can be used to create ticket views and conditions to build Triggers that best respond to customer experience.

Let’s imagine a customer service contact center from “MyBank”. Customers want solutions day and night but customer service isn’t open 24 hours. The trigger conditions are implemented with an action to send the customer an automatic reply and self-serve article.

3. Optimise AnswerBot accuracy and deflect the most queries

AnswerBot automatically answers customer queries, offering help faster than humanly possible and enabling your team to focus on more complex issues. It increases self-service efficiency by responding with relevant knowledge base articles from Zendesk Guide.

To optimise AnswerBot and deflect most queries accurately, you can use labels to help with targeting for your AnswerBot triggers. Labels enable you to specify a limited subset of articles and content to search within, delivering better results and an enhanced customer experience.

4. Improve and maintain your agents’ performance

Another use for tags is to employ them to build Triggers that will suggest pre-set Macros for agent responses to certain types of common queries and complaints. As a result, agents become more efficient and AHT reduces significantly.

5. Route and prioritise tickets automatically

Automatic labelling enables customer service agents to:

· Get early warnings of issues

· Automatically route tickets based on topic, intent or sentiment

· Fast track complaints or urgent enquiries

· Allocate each ticket to the optimal team for resolution.

A Trigger can escalate the ticket to a manager when it meets the conditions of problematic labels such as “Churn” or “Several interactions needed” and “Problem not solved”. The result is swift prioritisation for outbound calling and customer retention. An instant message alerts the customer and the same trigger routes this ticket to the urgent complaints handling team.

Triggers can also work internally, maybe to notify the dev team about app or web glitches, or for new software updates expressed by users.

PrediCX is an AI classifying machine that allows you to automatically tag data with meaningful labels. It’s based on a combination of Machine Learning and a ‘human-in-the-loop’ labelling incoming data, minimizing the human effort and maximizing the accuracy and scope of the process.

There are multiple scenarios where PrediCX would help you streamline your workflows, prioritize and arrange your tickets and overall enhance your customer service center performance.

Request your free PrediCX 30-day trial and £1,500 credit balance.


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