Eric Blattberg of VentureBeat reports, "Zendesk, Wall Street’s latest technology darling, has soaked up some machine learning smarts courtesy of the nerds at Wise.io. Zendesk, the newly public help-desk company, now integrates with Wise.io, the latter’s chief technology officer Joshua Bloom announced on-stage at VentureBeat’s DataBeat conference today. Wise.io is a machine-learning technology that helps businesses identify important events in their data. Equipped with Wise.io’s artificial intelligence tech, Zendesk customers will be able to focus their human resources on the problems that really require human support reps, automating as much of the other stuff as possible."
Blattberg continues, "Wise.io’s tech has a broad range of uses, including fraud and spam detection, customer targeting, and automating new business rules. Many of those applications apply to the world of customer service and support, which Wise.io CEO Jeff Erhardt calls an 'underserved segment of the market' for machine learning. Response time is a key factor for happy customers, for example, which is why help-desk platforms already enable some automation and shortcuts to trigger actions specific to certain support scenarios. But those are all reliant on a master list of business rules — effectively if-then statements — which are static unless a human dives in an modifies them. That’s a problem for large businesses with dozens or even hundreds of rules, argues Erhardt."
Image: Courtesy Wise.io