“Zendesk Guide meets this need by helping companies deliver knowledge to customers and employees with personalization through machine learning technology and context based on the customer’s journey.”Through the use of a combination of the Zendesk API, Web Widget, and Mobile SDK as Zendesk Embeddables, Guide allows companies to deliver in-context support to applications and websites that touch base with customers at their location, as well as extends a self-service module. Zendesk Guide has two new capabilities: the Knowledge Capture App and Answer Bot, which according to the company, will deliver faster resolution and better customer service.
company, Zendesk, has introduced a smart Knowledge Base solution that captures the collective knowledge of an organization and combines it with machine learning technology to deliver a better customer experience. According to the company, Zendesk Guide will help customer service agents to resolve inquiries with contextual insights and gives customers machine learning powered self-service customer support. Zendesk states that the outcome for both agents and customers will be faster support resolution and outcomes from anywhere. “Customers like the convenience of self-service and automation, but they still want answers tailored to their unique situation,” said Adrian McDermott, President of Products, Zendesk.
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