Zendesk announced Wednesday at its AI summit a string of LLM-driven products meant to reshape the company’s reliance on human technicians.
The center of the new features is an autonomous support agent that Zendesk believes will solve 80% of support issues without human intervention. That system will be supplemented by a co-pilot agent, which will assist human technicians with the remaining 20% of issues, as well as an admin-layer agent, a voice-based agent, and an analytics agent.
According to Shashi Upadhyay, Zendesk
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