SAN
FRANCISCO and LAS
VEGAS, April 16, 2024 /PRNewswire/ -- Today at
its Relate global conference, Zendesk announced a collaboration
with Amazon Web Services (AWS) and Anthropic to offer faster, more
efficient, and accurate AI features. Zendesk will utilize Amazon
Bedrock, a service for building and scaling generative AI
applications, and Anthropic's industry-leading Claude 3 model
family to offer its 100,000+ customers the flexibility to deploy
sophisticated LLMs for each unique customer interaction.
"AI is transforming customer and employee interactions, and
soon, it will shape virtually all of them. This transformation
requires mastery and efficient deployment of the best LLM
technology available," said Adrian
McDermott, chief technology officer of Zendesk. "Our
long-standing partnership with AWS and work with Anthropic means
our customers have a CX platform and choice of powerful LLMs to
help them set a new standard for service, with AI and automation
providing support quickly and effortlessly."
"There's never been a more important time to redefine what's
possible in customer engagement and support. By harnessing Amazon
Bedrock's fully managed capabilities to build generative AI
applications with security, privacy, and responsible AI, Zendesk is
set to empower businesses worldwide to deliver more personalized,
efficient, and intuitive support experiences," said Atul Deo, General Manager of Amazon Bedrock at
AWS. "Together, Zendesk and AWS are committed to ensuring that
businesses are equipped with the tools they need to thrive in an
ever-evolving digital landscape."
Zendesk uses AI to transform CX by providing intelligent,
instant responses to customer queries, eliminating the need for
coding or expensive model development. Its foundational models are
designed and trained using decades of CX data and industry-specific
insights, saving Zendesk customers hundreds of hours each week.
When these capabilities are further enhanced by Amazon Bedrock and
Anthropic's Claude 3 models, Zendesk customers can expect:
- Intelligent, immediate support: Anthropic's Claude 3
models integrated with the Zendesk platform allows businesses to
deliver empathetic, real-time responses, cutting down on wait times
and boosting customer satisfaction.
- Personalized customer interactions: Zendesk's CX data
and deep industry-specific insights, combined with Anthropic's
powerful AI models and AWS, enable support that is customized and
aware of the context, fitting each customer's need.
- Better support for agents: AI-powered tools help agents
by quickly providing the right information, suggesting appropriate
responses, and automating repetitive tasks, so they can focus on
more complex and valuable customer needs.
For example, a global retailer facing seasonal spikes in demand
can now achieve unprecedented levels of quality customer support
with a combination of Zendesk, AWS and Anthropic. Human and AI
Agents are able to use Zendesk generative AI capabilities and
Claude to understand sentiment and provide a level of support that
is empathetic to a customer's unique needs. These tools also adapt
and improve from every interaction, enabling companies to identify
trends and implement improvements in real-time.
"Businesses are embracing AI to improve customer engagement,
with 82% of CX business leaders rethinking their entire customer
experience with AI," said Kate
Jensen, Head of Revenue at Anthropic. "By integrating
Anthropic's Claude 3 model family with Zendesk and Amazon Bedrock,
businesses gain a powerful and trusted AI solution that leverages
Claude's multilingual capabilities, exceptional writing skills, and
ability to understand nuanced conversational context. These
strengths enable businesses to provide more personalized,
efficient, and effective customer support across various languages
and channels, ultimately leading to improved customer satisfaction
scores, increased loyalty, and revenue growth."
About Zendesk
At Zendesk, we're on a mission to power
exceptional service for every person on the planet. As the industry
leader in customer experiences, we help businesses bring together
the best of AI agents, workflow automation, and human agents for
their customers and employees. With our software and expertise,
businesses deliver service that increases customer loyalty and
drives revenue at a reduced cost. Learn more at
www.zendesk.com.
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SOURCE Zendesk, Inc.