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AI is shaping our lives
The AI opportunity*
20% of agents’ time is spent looking up information on customer issues
68% of agents feel more satisfied when helping customers with complex issues
Support-team use and awareness among consumers may both still be limited, but AI is already helping companies meet consumer needs more efficiently. Getting a ride, shopping online, and dating are all being shaped by AI. Data-savvy industries are more likely to use AI. When it comes to companies using Zendesk, more than 10% of eligible companies in the Entertainment and Gaming, Web Applications, Web Hosting, and Social Media industries are taking advantage of AI.
*From a 2018 TechValidate survey of companies using Zendesk
AI is here
Industries most likely to use AI
1.1M Answer Bot resolutions
225k agent hours saved
2,800 years given back to customers
1. Entertainment and Gaming (11.4%)
2. Web Applications (11.1%)
3. Web Hosting (10.8%)
4. Social Media (10.4%)
AI use also corresponds to a higher-performing support team. High performers are twice as likely to lean on AI features, with 8.7% of high performers using Zendesk’s AI features compared to 4.8% of other companies. And with AI, support teams can make machines and humans work together, a win-win for agents and customers. Support teams using Zendesk’s AI features see a clear overall efficiency boost—they resolve tickets 21% faster and see a Self-Service Ratio that is two times higher, while handling about six times the volume of requests compared to their peers.
Industries least likely to use AI
1. Energy (1%)
2. IT and Consulting (2.5%)
3. Professional and Business Support Services (3.5%)
4. Government and Nonprofit (3.7%)
On Zendesk, more than one million tickets have already been solved using AI tools and features that lean on self-service to cut down on organizational costs, give customers accurate, always-on responses, and free up agents to handle more complicated requests. Tickets handled by Zendesk’s Answer Bot, which uses machine learning to help answer questions, are typically resolved within two minutes.
The Zendesk Customer Experience Trends Report 2019
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