As part of our partnership with Zendesk, we’ve had a consistent goal in mind for product innovation: to help more companies design and deploy voice AI agents that deliver exceptional customer interactions at scale.
PolyAI has already expanded the breadth and depth of our integrations with Zendesk Voice and Zendesk Contact Center. We have simplified the setup required to receive and transfer calls between our AI agents and call center teams whenever a human touch is required, and we’ve also enriched the way that our AI agents share call summaries, customer context, and conversational data into Zendesk.
Today, we’re excited to announce a new standardized integration between PolyAI’s Agent Studio and the Zendesk platform to streamline the way that businesses of all sizes can deploy a lifelike voice AI agent to deliver personalized support and manage tickets over the phone.
The Zendesk Resolution Platform already offers powerful tools like Zendesk Knowledge and Action Builder, which allow businesses to create connected support experiences without the need for complex, custom development. With this new integration, Zendesk customers and partners will now also get access to a set of our AI agent capabilities in a configurable, low-code format. The integration also includes pre-defined LLM guardrails, analytics, and spoken language optimizations to ensure reliable and consistent brand experiences at scale.
Here’s what it looks like out of the box:
- Contextual ticket awareness: Automatically identify callers over the phone and match them to existing open tickets to streamline conversations.
- Agentic ticket handling: Open, update, and close Zendesk tickets based on the outcome and summary of the AI-led call.
- Connected workflow triggers: Generate call summaries that can automatically trigger workflows via Zendesk’s Action Builder—linking your support process end-to-end.
- AI-driven operational insights: Review customer conversations and transcripts, monitor key CX metrics, and populate that data into Zendesk for end-to-end visibility of the customer journey.
Agent Studio for Zendesk will also enable us to work more closely with the broader Zendesk ecosystem. We’re thrilled to be working with Zendesk Premier Partner and 2024 Partner of the Year, Route 101, as our launch partner for this new integration to ensure that Zendesk customers always have access to additional expertise and support to accelerate time-to-value and embed continuous improvement with our AI agents.
You can learn more about PolyAI’s partnership with Zendesk here.