Automation and Data​

Automatic post-service tagging​

When the ticket closes, AI analyzes the conversation, identifies the topic and resolution reason, and fills in the report fields automatically.​

• Up to 90s returned to the team​
• Consistent tagging​
• More accurate reports​

Messaging and Experience​

Continuity between WhatsApp and Zendesk​

A secure link takes the customer from WhatsApp to a digital experience within the same interaction, without losing context or depending on messages billed per interaction.​

• Lower variable messaging costs​
• More predictable usage​
• Continuity without installing a new app​

Voice and Digital​

Voice and digital in the same conversation​

During the call, the customer selects options or sends documents from their phone without interrupting the voice call, and the agent resolves the request in the same context, with no transfers.​

• Fewer steps and transfers​
• Lower average handling time (AHT)​
• More first-contact resolution​

Asynchronous Operations​

True asynchronous service​

When the customer needs to look something up, the ticket goes on hold and frees up the agent for other conversations. When the customer returns, they pick up the same conversation, with context preserved.​

• Less idle time​
• Planning by demand, not by peaks​
• Prioritization by urgency​

Workflow and Automation​

End-to-end order management​

Zendesk receives the request, triages it, distributes the work across teams, and tracks approvals and service level agreements (SLAs), keeping the customer informed through delivery.​

• Traceability across teams​
• Automation of repetitive tasks​
• More transparency for the customer​

Context and AI​

Hyper-personalization before the first question​

Browsing, purchase, payment, and past service events form a single timeline. AI interprets this data and gives the agent context, intent, and next steps before the first contact.​

• Lower AHT and less repetition​
• More accurate service​
• More retention and opportunities​

Intelligent Routing​

Value-driven dynamic queue​

Zendesk reorders the queue based on SLA, profile, behavior, and business value, instead of following arrival order alone.​

• More accurate planning​
• Priority customers served first​
• Better use of team capacity​

Procedures and Quality​

Procedures that become execution​

Zendesk structures the procedure, guides the agent step by step, and triggers AI-powered automations. Adherence data feeds continuous improvement.​

• Lower AHT​
• Standardization and compliance​
• Continuous, data-driven learning​

Zendesk Contact Center and AI​

Contact Center with unified context

Zendesk Contact Center unifies voice, digital, self-service, and AI in the same workspace. AI/R designs the journey, integrates telephony and enterprise systems, and leads the rollout through go-live.​

Market context:​

• 40% of contact center volume still happens by phone​
• 72% of customers want immediate help​
• 52% may abandon a brand after one bad experience​

Data from Zendesk — The Voice AI Copilot​

Self-service and Agentic AI​

From self-service to autonomous resolution​

Agentic AI agents take on repetitive self-service requests and resolve them without transferring to an agent. AI/R implements this automation on top of Zendesk, from flow design through resolution delivery.​

Market context:​

• 73% attempt self-service, but only 14% resolve their issue without an agent​
• By 2029, agentic AI is expected to resolve 80% of common service issues on its own​

Data from Gartner​

Connected Journey and Operations​

From experience to end-to-end resolution​

AI/R connects customer service, IT service management (ITSM), HR, finance, procurement, and legal into a single operation. Customers switch channels without losing context, and requests arrive already resolved.​

Market context:​

• 76% of customers don't care whether service comes from a human or AI, as long as it's fast and complete​
• 90% of organizations want to integrate CX with the middle and back office​

Data from Genesys — State of CX Report 2026​

Omnichannel and Context​

Seamless context across channels​

When service changes channels — website, WhatsApp, email, voice — the customer repeats information. Zendesk keeps everything in the same history, and AI/R implements the flows that make this continuity work in real operations.​

Market context:​

• 70% of customers expect anyone they interact with to have full context
• 64% would spend more when the company solves the problem in the channel they are already in

Zendesk - CX Trends 2026

Operational Intelligence and Knowledge​

Service that learns and evolves​

Zendesk analyzes tickets, conversations, and channels and identifies recurring intents, knowledge gaps, friction signals, and process deviations. AI/R transforms these signals into support content, up-to-date procedures, and automation, right into the operation.​

Market context:​

• At Playtomic, automation resolves 80% of refund requests​
• At NEXT, 92% of calls are resolved in a single contact​
• At Dunlop Sports, CSAT is as high as 95.3%​

Data from Zendesk | Playtomic; Zendesk | NEXT; Zendesk | Dunlop Sports