Zendesk

Overview

Zendesk leveraged custom AI agents to move beyond traditional intent-based chatbots.

Industry

Customer Support

The Challenge

Traditional intent-based bots struggled with complex customer inquiries and required extensive manual configuration for each new use case.

The Solution

Implemented proactive AI agents that understand context, learn from interactions, and handle multi-step support workflows autonomously.

Full Story

The challenge

Zendesk needed to evolve beyond rule-based chatbots that could only handle simple, predefined scenarios. Their customers expected intelligent support that could understand complex issues and provide personalized solutions.

Our approach

We designed and deployed custom AI agents that:

• Understand customer intent from natural language, no manual rule configuration needed
• Access knowledge bases, ticket history, and product data to provide contextual answers
• Execute multi-step workflows including escalations, refunds, and account modifications
• Learn continuously from support interactions to improve over time

The results

Zendesk deployed AI agents across their customer base, dramatically improving support efficiency and customer satisfaction. The agents now handle the majority of routine inquiries, freeing human agents to focus on complex issues requiring empathy and judgment.

Results

• 65% reduction in average resolution time
• 40% decrease in support ticket volume
• 85% customer satisfaction with AI interactions
• Scaled support capacity without additional headcount

Technologies Used