Relate 2024 - Zendesk adds AI capabilities in support of 'human-first' CX

In the year since launching Zendesk AI at its Relate annual conference last May, Zendesk has grown its AI capabilities both organically and through three separate acquisitions. As this year's Relate opens today, it is presenting the combined fruits of those efforts as "AI that puts humans first," in the words of its CEO Tom Eggemeier.

Today's announcements include a co-pilot that will help human agents to interpret intent so they can better anticipate customer needs, as well as suggest ways they can streamline workflows, Zendesk says it will also learn from experience to improve future interactions. There are new capabilities for customer service admins to maintain and improve knowledge base accuracy and relevance, while new AI-powered reporting is slated to help service leaders monitor and optimize performance, across both human and AI resources. In a briefing for today's event, Matthias Goehler, Zendesk’s EMEA CTO, told ...