Discussion: Zendesk Guide AI & Self-Service Best Practices Q+A | Community
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Discussion: Zendesk Guide AI & Self-Service Best Practices Q+A

  • February 14, 2024
  • 5 replies
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Brett13

Hello fellow community friends and AI specialists,

We had an insightful session during our recent Q+A on Zendesk's AI tools and best practices for Guide and Self-Service. For those who might've missed it or want to dive back into the details, we've got you covered.

Here’s what happened:

Zendesk's very own Product and Documentation teams joined us to answer your burning questions and share their expertise on how you can leverage AI within Zendesk Guide. From enhancing customer experiences to boosting agent efficiency, the conversation shed light on numerous aspects of AI integration.

Catch Up on the Conversation: 

We recorded the whole session for you to watch at your convenience. Check out the recording: Enhancing CX & EX with Zendesk: Guide AI & Self-Service Best Practices | Community Q+A Event and see what you can apply to your own support strategies.

In case you want a quick recap:  

We’ve summarized the event for you in an article that includes answers to the additional questions we couldn't get to live. Read the full summary here: Event Recap: Zendesk Q+A on Guide AI and Self Service Best Practices

We want to hear your thoughts!

Your insights and experiences are what make our community thrive. After watching the event recording or reading through our recap please share you thoughts on:

- What did you find most useful?

- Are there AI features you're excited to try out or have questions about?

- How do you envision AI shaping your customer support in the future?

Jump into the comments below and let's support each other in navigating the ever-evolving world of AI in customer service.

Looking forward to continuing the conversation and learning together!

      5 replies

      Brandon12
      • Brandon12
      • February 15, 2024

      One of the biggest challenges any business faces is finding the time to build out fully realized help center experiences.  With Generative AI, Guide publishers can translate shorthand chicken scratch into fully versed content, which can then be fast-tracked through the review and publishing process. 

      Stephan12
      • Stephan12
      • February 20, 2024

      @brandon12: I agree, but it will be totally interesting to use AI - espescially the LLM-features - for internal knowledge, for training and other cool stuff. AI isn't a HYPE it will last for a long, long time. Nevertheless to figure out the most effective use-case and the really need is a challenge as well. Personally I would like to get in touch with Advanced AI in order to decrease the workload of my agents by having a short summarization and the possibility of using prompts for texting. 

      Pulkit12
      • Pulkit12
      • February 24, 2024

      Generative AI can help businesses create a comprehensive help center experience quickly. It can convert handwritten notes into polished content that can be fast-tracked through the publishing process.

      Ifra
      • Ifra
      • February 27, 2024

      Hi Mr. Brett,

      Zendesk is developing many functionalities to make customer services better.

      What did you find most useful?

      According to me, advanced bots are good for self-service.

      Nowadays, people have mostly online businesses, it doesn't matter what kind of business they are doing, they just create an e-commerce website and start an online business and now they need a tool that can handle the customer's issues at the same time. The setup of advanced bots isn't too tough.

      As an end-user, this is an easy and quick way to talk about a product or service. 

       

      How do you envision AI shaping your customer support in the future?

       There should be an improvement so they can find all solutions with the existing AI tools.

       

       

      Thanks

       

      Katelin
      • Katelin
      • July 23, 2024

      Personally, AI self-service has been a quickly evolving field. Sourcing documentation, explaining in different ways, offering alternatives etc. is great. eesel AI makes the most of the integration options and the way AI can streamline workflows for helpdesks.

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