by Angela Guess

According to a new release, “Zendesk, Inc. today announced the launch of Automatic Answers, a feature powered by machine learning within Zendesk that helps customers solve their inquiries faster and enables businesses to have more efficient support teams. Zendesk is one of the first customer service platforms implementing machine learning to natively auto-respond to customer tickets with relevant knowledge base articles, helping solve and deflect customer inquiries before they ever reach an agent. Automatic Answers was developed in Australia by Zendesk’s Melbourne-based development team, who previously brought Satisfaction Prediction to market and was awarded the 2016 Victorian iAward for Big Data Innovation of the Year.”

Adrian McDermott, senior vice president of product development at Zendesk, commented, “Zendesk continues to innovate its machine learning capabilities to help businesses provide effortless customer engagement… Automatic Answers’ predictive capabilities provide customers with the resources they need to solve their issue quickly, and helps businesses free up their agents to focus on inquiries that need a human touch.”

The release continues, “Automatic Answers enables forward-thinking companies to help their customer service agents become more effective, allowing them to devote valuable time and resources to critical issues. Before, agents had to manually respond and solve simple, repetitive customer tickets. With Automatic Answers, machine learning analyzes a year’s worth of customer and agent actions, learning which articles solve tickets associated with specific keywords and topics. If a customer indicates their inquiry has been solved successfully, the ticket is closed. For tickets that remain unsolved, they proceed to the customer service team as normal.”

Read more at PRWire.

Photo credit: Zendesk