Zendesk has added sophisticated conversational AI features to its CRM solutions, enabling companies to automate customer interactions on Facebook Messenger and WhatsApp.
These new features allow users to build and train custom bots while feeding them third-party data and enabling complex workflows that resolve a whole host of common customer queries.
Such an offering supports Zendesk in its goal to meet the needs of modern customers, who prioritize speed, ease, and convenience.
Building on this point, Mikkel Svane, CEO and Founder of Zendesk, said:
“The last few years have made it obvious that digital is the front door, convenience is paramount and relationships are anchored in conversations.
Zendesk is helping businesses embrace this new generation of conversational customer relationship management and turn customer service into an engine for growth.
Enhancing conversational AI is only one CRM focus that will enable Zendesk to meet this vision. At its flagship Relate conference, the vendor showcased many more of its latest intelligent, real-time data-powered services for customer engagement.
Eye-catching additions include new omnichannel routing, conversational data orchestration, and an analytics feature. The latter is especially convenient for companies wishing to improve their custom reports, assess historical CX trends, and optimize staffing plans.
Finally, in terms of CRM innovation, a WhatsApp channel is now available on Zendesk Sell, allowing sales teams to message customers. They may then manage, track, and report on these interactions within the platform.
