At the moment, AI is the name of the game for customer experience tech vendors. From Salesforce to Dialpad to Genesys, it seems as if tech companies are trying their best to one-up each other with the most intelligent and automated CX solutions for their buyers.
Zendesk, of course, is another player in this race last month, adding Intelligent Triage and Smart Assist capabilities last month, designed to streamline the process of sorting customer support requests and offer more data on these requests.
Providing automation solutions makes sense in a context where companies are cutting back on tech budgets and struggling with declining consumer demand, as is the case currently due to inflation and a looming recession.
However, industry experts who spoke with CX Today think that Zendesk’s competitive differentiator lies not only in what it chooses to do with the trove of customer data it’s accumulated over the year, but also how it monetizes it.
In that respect, launching yet another product in an ever more crowded field might have been the wrong move for Zendesk.
As Zeus Kerravala, Founder and Principal Analyst at ZK Research, told CX Today in August: