By using this site, you agree to the Privacy Policy and Terms of Use.
Accept
Marketing In Asia
  • Marketing
    • Viral
    • Expert Opinions
    • News & Trends
    • Research
    • Market Podcasts
    • Market Videos
    Marketing
    This category deals with best news and updates on marketing and branding news and events.
    Show More
    Top News
    Mary Reschar, Head of Product Marketing, Fluent Commerce
    How retailers can prepare for the rise of Gen Zalpha
    2 weeks ago
    employees brainstorming in office
    Are coworking spaces the best way to keep up the next generation of Malaysian workers engaged?
    3 weeks ago
    Ng Chew Wee, Head of Business Marketing, APAC at TikTok
    Marketing in Asia Presents an Exclusive Interview with Ng Chew Wee, Head of Business Marketing, APAC at TikTok
    1 month ago
    Latest News
    Marketing in Asia Presents an Exclusive Interview with April Tayson, Regional VP INSEAU at Adjust
    3 days ago
    How conversational commerce benefits marketers
    5 days ago
    Marketing in Asia Presents an Exclusive Interview with Andrew Monu, VP of Marketing, LinkedIn
    6 days ago
    Marketing in Asia Presents an Exclusive Interview with Ankita Thakur, Group Head of Marketing, MoneyHero Group
    1 week ago
  • Startup
    • News from Startup world
    • Startup Stories
    • Trends and Opinions
    • Startup Podcasts
    • Startup Videos
    Startup
    News and articles from startup and venture investment world
    Show More
    Top News
    Japan’s Evolving Booze Culture: A Market in Transformation
    Japan’s Evolving Booze Culture: A Market in Transformation
    7 months ago
    text
    Safe Space™ announces partnership with National Healthcare Group as it continues to boost employee support and wellbeing
    8 months ago
    Sakshi Kalani Founder & CEO of Savy Click and Jaipur Unfolded
    AI-Powered Analytics: Sakshi Kalani on Influencer Marketing in 2025
    8 months ago
    Latest News
    Byron J. Fernandez: Minimize the stress of business crises with strong CX
    5 months ago
    Vedant Mahajan Acquires Stake in Flite: Transforming Event Technology with Innovation
    6 months ago
    Navigating the Digital Economy and Tax Challenges for SMEs
    6 months ago
    sehatUP Launches India’s First Integrated Digital Health Clinic, Pioneering Holistic Healthcare
    7 months ago
  • Business
    • Feature Stories
    • News
    • Business Podcasts
    • Business Videos
    Business
    News and press releases from business world of Asia
    Show More
    Top News
    Aaron Crowe
    Modern retail marketing technology solution allows businesses to deliver mind-blowing numbers of offers in real time
    2 weeks ago
    employees brainstorming in office
    Are coworking spaces the best way to keep up the next generation of Malaysian workers engaged?
    3 weeks ago
    Andy See
    Marketing in Asia Presents an Exclusive Interview with Andy See, Founder and Managing Director of Perspective Strategies
    3 weeks ago
    Latest News
    Marketing in Asia Presents an Exclusive Interview with April Tayson, Regional VP INSEAU at Adjust
    3 days ago
    Marketing in Asia Presents an Exclusive Interview with Andrew Monu, VP of Marketing, LinkedIn
    6 days ago
    Marketing in Asia Presents an Exclusive Interview with Ankita Thakur, Group Head of Marketing, MoneyHero Group
    1 week ago
    How retailers can prepare for the rise of Gen Zalpha
    2 weeks ago
  • Society
    • Inspiration
    • Destinations & Travel
    • Food & Gourmet
    • People
    • Young Voices
    • Society Videos
    • Society Podcasts
    Society
    News and articles from and for societies around us
    Show More
    Top News
    Smashers Sports Acquires Delhi Franchise of WPBL: A Game-Changer in India’s Sports Entertainment
    Smashers Sports Acquires Delhi Franchise of WPBL: A Game-Changer in India’s Sports Entertainment
    5 months ago
    Resorts World Cruises Sets Sail from Dubai with New Luxury Gulf Voyages
    Resorts World Cruises Sets Sail from Dubai with New Luxury Gulf Voyages
    7 months ago
    Australia luxury property
    Australia’s Luxury Real Estate Market Soars as Affluent Buyers Seek Waterfront Dreams
    7 months ago
    Latest News
    From Taboo to Triumph: How Malaysians Are Transforming Their Intimate Health Journey
    2 months ago
    Top 5 Misconceptions About Antibiotics Malaysians Need to Stop Believing
    2 months ago
    Eagle Eye Reveals Impact of Loyalty Programs on APAC Retailers
    2 months ago
    Elevate Your Haircare in 2025 with Jung Beauty’s Luxurious Camellia Edition Treatment
    5 months ago
  • Press Release
  • Awards
    • MIA Impact Circle Stellar CxO 2023 Malaysia
    • MIA Impact Circle Stellar CxO 2023 India
    • MIA Impact Circle Stellar CxO 2023 Philippines
    • Australian Women in Business Excellence Awards
    • MIA Impact Circle Stellar CxO 2024 Singapore
    • Mia Impact Circle Stellar Cxo 2024 Hongkong Award 
    • Mia Impact Circle Stellar Cxo 2024 Indonesia Award 
Search
Technology
  • Hot
  • Trending
  • Editor’s Choice
  • NSFW
  • Reactions
  • Authors
  • Viral on Internet
Other Pages
  • My Bookmarks
  • Customize Interests
  • About Marketing In Asia
  • Business Register & Login
  • Web Stories
  • Videos
  • Disclaimer
  • Terms of Service
  • Privacy Policy
© 2024 Marketing In Asia Sdn Bhd. All Rights Reserved.
Reading: Zendesk Announces New Self-Service Experiences With Expanded AI-Powered Solutions
Share
Sign In
Notification Show More
Latest News
Toaster partners with Netflix for global launch of new Netflix TV Experience
Toaster partners with Netflix for global launch of new Netflix TV Experience
Press Release
Malaysia Rallies for Women’s Health
Malaysia Rallies for Women’s Health: National Women’s Checkup Week 2025 Launches to Tackle Preventable Cervical Cancer Deaths
Press Release
Betty Wong
SCMP welcomes Betty Wong as Corporate Communications Director
Press Release
SAS
Global study: Are AI-powered government fraud fighters poised to turn the tables on crooks?
Press Release
boomi-logo
Boomi Recognized as a Leader for the 11th Time in the 2025 Gartner® Magic Quadrant™ for Integration Platform as a Service
Press Release
Aa
Marketing In Asia
Aa
  • Hot
  • Trending
  • Editor’s Choice
  • NSFW
  • Reactions
  • Authors
  • Viral on Internet
  • My Bookmarks
  • Customize Interests
  • About Marketing In Asia
  • Business Register & Login
  • Startup Register & Login
Search
  • Marketing
    • Viral
    • Expert Opinions
    • News & Trends
    • Research
    • Market Podcasts
    • Market Videos
  • Startup
    • News from Startup world
    • Startup Stories
    • Trends and Opinions
    • Startup Podcasts
    • Startup Videos
  • Business
    • Feature Stories
    • News
    • Business Podcasts
    • Business Videos
  • Society
    • Inspiration
    • Destinations & Travel
    • Food & Gourmet
    • People
    • Young Voices
    • Society Videos
    • Society Podcasts
  • Press Release
  • Awards
    • MIA Impact Circle Stellar CxO 2023 Malaysia
    • MIA Impact Circle Stellar CxO 2023 India
    • MIA Impact Circle Stellar CxO 2023 Philippines
    • Australian Women in Business Excellence Awards
    • MIA Impact Circle Stellar CxO 2024 Singapore
    • Mia Impact Circle Stellar Cxo 2024 Hongkong Award 
    • Mia Impact Circle Stellar Cxo 2024 Indonesia Award 
Have an existing account? Sign In
Follow US
© 2023 Marketing In Asia Sdn Bhd. All Rights Reserved.
Marketing In Asia > Blog > Business > Feature Stories > Zendesk Announces New Self-Service Experiences With Expanded AI-Powered Solutions
Feature Stories

Zendesk Announces New Self-Service Experiences With Expanded AI-Powered Solutions

profile
Last updated: 2019/06/19 at 12:00 AM
Editorial Team
Share
6 Min Read
zendesk-announces-new-self-service-experiences-with-expanded-ai-powered-solutions
SHARE

Zendesk, Inc. (NYSE: ZEN) today announced the expansion of Answer Bot across all web and mobile channels, allowing companies to provide always-on support and faster responses for consumers with AI-powered self-service. Supporting the growing demand for customer-centric solutions, Zendesk also announced new capabilities for its Guide Enterprise knowledge management product that helps customer experience teams leverage automation and AI to develop, maintain and manage more complex knowledge needs across multiple brands, products and services.

With Answer Bot and Guide Enterprise, companies can use AI and automation to power experiences that put customers at the center of the business.

Powerful automation with Answer Bot

This extension of Zendesk’s popular Answer Bot product enables real-time support, helping customers quickly access answers to common questions regardless of the channel they are reaching out on. Businesses can implement Answer Bot via API, Web Widget and Mobile SDKs, as well as email and web forms. As a result, companies will be able to reduce the volume of repetitive tickets, freeing up agent time to focus on more complex customer requests.

“Customers today demand fast responses in a context that suits them, and AI can be used to help companies be more timely and accurate when engaging with customers,” said Adrian McDermott, president of products, Zendesk. “With Answer Bot, we’re putting an end to laborious processes to resolve simple questions. We’re not just delivering self-service everywhere – we’re delivering AI-powered self-service everywhere, which will continue to make for a better customer experience.”

Research from the Zendesk Benchmark report of 45,000 companies worldwide shows 85 percent of customers will shift to a different contact method if they don’t get a response from their initial request, with 44 percent waiting for less than an hour before doing so.

“Answer Bot in the Web Widget has allowed our customers to self-serve their easy, quick-answer questions, allowing our agents to have bandwidth to serve more complex issues,” said Aja Varney, Director, Global Customer Engagement at Spartan Race. “The time savings for our agents has allowed us to add an additional three hours of chat coverage per day.”

Answer Bot also improves internal team productivity by surfacing recommendations as they speak to customers, contributing to a more efficient and accurate experience. Answer Bot for Slack and Answer Bot for Agents uses machine learning to automate support for internal teams to find answers as quickly as possible on behalf of their customers.

New Guide Enterprise powers smarter self-service

Nearly four billion knowledge base articles were viewed on Zendesk in 2018—up 13 times from five years ago. According to the Harvard Business Review, 81 percent of customers prefer to find answers themselves, which means companies should provide access to self-service options and regularly update help resources.

Newly added Guide Enterprise tools address this demand by empowering teams to maintain and manage more complex knowledge needs. Additional features including content lifecycle automation and enterprise-level customer self-service enhancements are detailed below:

  • Content Cues provide signals to content managers to maintain and improve their knowledge base. AI-powered cues help prioritize content based on support inquiry trends, allowing managers to optimize their knowledge base to better match customer questions. For example, they can be prompted to update the most viewed articles as a priority to make sure the most common queries are always addressed.
  • Article Events help companies better manage content throughout its lifecycle. Content managers can now use Article Verification to set automatic intervals to verify the relevance and accuracy of their articles, while prompting agents to create content on an ongoing basis. Scheduled Publishing* makes it easier for content managers to create and automatically manage content that has a limited life span, such as a short-term sale or promotion article.
  • Flexible Hierarchies, multiple theme templates and search enhancements, make it easy for companies to manage more complex knowledge needs internally, externally and across multiple brands or services. These new enhancements to the Guide Enterprise experience make it more user-friendly for advanced businesses to give customers the accurate self-service experiences they expect and are familiar with.

Zendesk unveiled these new solutions today at Showcase London, the company’s event that brings industry leaders together to have great conversations, the freshest Zendesk product updates, and stories from innovative brands who make the most of Zendesk.

Answer Bot for Web Widget and Answer Bot for Slack are now generally available for customers. Answer Bot API, scheduled publishing and Mobile SDKs are currently in early access and will be generally available soon. More details for Answer Bot are available here.

*Source: Zendesk Benchmark Report. Refers to customer results after one year with the service.

You Might Also Like

Modern retail marketing technology solution allows businesses to deliver mind-blowing numbers of offers in real time

Unpacking the power of personalisation in your tech stack

Qualtrics to Introduce Experience Agents at X4 Conference, Redefining the Future of Experience Management

foodpanda Malaysia and Bolt collaborate to offer special ride-hailing perks for pandapro users

Happy You, Happier Your Skin: The Ultimate Guide to Glowing Skin

MIA
Get Latest Job Updates on Whatsapp and Telegram
SCIKEY Logo
Whatsapp
Telegram
TAGGED: news

Sign Up For MIA Newsletter

Be keep up! Get the latest updates about the Marketing world delivered straight to your inbox.

    By signing up, you agree to our Terms of Use and acknowledge the data practices in our Privacy Policy. You may unsubscribe at any time.
    Editorial Team June 19, 2019 June 19, 2019
    Share This Article
    Facebook Twitter LinkedIn Email Copy Link Print
    Share
    What do you think?
    Love0
    Happy0
    Joy0
    Surprise0
    Sad0
    Angry0
    Cry0
    Previous Article mediamath-launches-industry’s-first-contextual-ad-targeting-solution-for-programmatic-video MediaMath Launches Industry’s First Contextual Ad Targeting Solution For Programmatic Video
    Next Article get-to-know-marian-salzman-senior-vice-president,-communications-philip-morris-international Get To Know Marian Salzman Senior Vice-President, Communications Philip Morris International
    Leave a comment Leave a comment

    Leave a Reply Cancel reply

    You must be logged in to post a comment.

    9.5k Followers Follow
    3.4k Followers Like
    1.1k Followers Follow
    214 Followers Follow
    208 Subscribers Subscribe

    Latest News

    Toaster partners with Netflix for global launch of new Netflix TV Experience
    Toaster partners with Netflix for global launch of new Netflix TV Experience
    Press Release 2 days ago
    Malaysia Rallies for Women’s Health
    Malaysia Rallies for Women’s Health: National Women’s Checkup Week 2025 Launches to Tackle Preventable Cervical Cancer Deaths
    Press Release 2 days ago
    Betty Wong
    SCMP welcomes Betty Wong as Corporate Communications Director
    Press Release 2 days ago
    SAS
    Global study: Are AI-powered government fraud fighters poised to turn the tables on crooks?
    Press Release 2 days ago

    PropertyGuru

    property guru

    You Might also Like

    Aaron Crowe
    AnalysisBusinessFeature Stories

    Modern retail marketing technology solution allows businesses to deliver mind-blowing numbers of offers in real time

    2 weeks ago
    Sarah Jarvis
    Feature StoriesInterviews

    Unpacking the power of personalisation in your tech stack

    2 months ago
    Qualtrics
    Press Release

    Qualtrics to Introduce Experience Agents at X4 Conference, Redefining the Future of Experience Management

    2 months ago
    foodpanda Malaysia and Bolt Collaboration
    Press Release

    foodpanda Malaysia and Bolt collaborate to offer special ride-hailing perks for pandapro users

    2 months ago
    //

    Get Asia to Notice You

    Quick Link

    • Contact
    • RSS Terms of Service
    • Policies & Standards
    • About Us
    • FAQ
    • Disclaimer
    • Terms Of Service
    • Privacy Policy

    Top Categories

    • Marketing
    • Startup
    • Feature Stories
    • News
    • People
    • Inspiration

    Sign Up for Our Newsletter

    Subscribe to our newsletter to get our newest articles instantly!

      Marketing In AsiaMarketing In Asia
      Follow US
      © 2024 Marketing In Asia. All Rights Reserved.
      • Disclaimer
      • Terms of Service
      • Privacy Policy