Zendesk Announces New AI Collaborations with AWS and Anthropic at Zendesk Relate 2024

Zendesk, a leading CRM and helpdesk provider, has recently announced exciting new collaborations with AWS and Anthropic at their flagship global conference, Zendesk Relate 2024. These partnerships are focused on enhancing the speed, accuracy, and efficiency of Zendesk’s AI offerings, ultimately aiming to revolutionize customer and employee interactions.

The collaboration with AWS involves leveraging Amazon Bedrock, AWS’ solution for building and scaling generative AI (GenAI), to bring new GenAI use cases to market. This partnership will enable Zendesk to offer more advanced AI capabilities to its customers, allowing for more personalized and efficient support experiences.

On the other hand, the collaboration with Anthropic will see Zendesk utilizing Anthropic’s Claude 3 family of LLMs to provide customers with more choice and flexibility in the AI models they leverage within the Zendesk platform. This partnership will enable businesses to provide empathetic, immediate responses, personalized customer interactions, and enhanced agent support.

Adrian McDermott, Chief Technology Officer at Zendesk, expressed his excitement about the potential of these new AI collaborations, highlighting the transformative power of AI in shaping customer and employee interactions. He emphasized the importance of efficient deployment of the best LLM technology available to set a new standard for service.

Despite Zendesk’s existing AI infrastructure containing decades of CX data and industry-specific insights, the company recognizes the importance of continuous improvement. The collaborations with AWS and Anthropic are expected to deliver key improvements such as intelligent, immediate support, personalized customer interactions, and enhanced agent support.

Atul Deo, General Manager of Amazon Bedrock at AWS, also shared his thoughts on how Amazon Bedrock will support and improve Zendesk’s AI offerings, emphasizing the importance of redefining what’s possible in customer engagement and support.

In addition to these collaborations, Zendesk also unveiled a variety of AI-powered products and improved features at Zendesk Relate 2024, including autonomous AI agents, workflow automation, agent copilot, workforce management (WFM), and quality assurance (QA) capabilities. These innovations will be integrated within Zendesk’s existing AI system, which currently automates up to 80% of support requests and contributes to a 30 percent reduction in resolution times.

Overall, Zendesk’s new collaborations and AI-powered products demonstrate the company’s commitment to delivering cutting-edge solutions that empower businesses to thrive in an ever-evolving digital landscape. With a focus on enhancing customer experiences and improving agent efficiency, Zendesk is setting a new standard for service in the AI era.