Zendesk’s implementation of artificial intelligence is truly impressive. They did not focus solely on AI for customers, but also on empowering agents, making their work easier and more efficient from both sides of the business. In addition, their pricing model is particularly compelling: if they do not deliver a resolution, they do not charge. This approach creates a strong incentive for continuous improvement and ensures they remain focused on achieving better outcomes over time. Review collected by and hosted on G2.com.

It is clear that implementing both the customer-facing AI agents and the agent-assist capabilities requires time and effort. Building effective prompts, defining the right parameters, and fine-tuning the experience are essential steps to achieve the desired results. However, the investment is well worth it, as these tools can significantly improve efficiency, enhance the customer experience, and deliver long-term value to the business. Review collected by and hosted on G2.com.