Zendesk has announced that the company has acquired Cleverly.ai which is a customer service automation startup. Cleverly offers solutions to the queries of customers by creating a knowledge layer on top of the apps. Zendesk will employ this feature in its existing products, thereby allowing teams to automate more services with increasing demand from customers.
Customer support really needs to step up to deal with the increase in conversation volume. This has pressured businesses into providing AI-based solutions for faster and reliable service. A report says that automated customer supports have more priority in big companies. Chatbots and other technologies like that will save time for both customers and businesses by 2023.
Cleverly has a customer base that includes companies like Vodafone, Dashlane, and Decathlon. It will employ machine learning to classify, reorder and forward customer support requests based on its topic. Cleverly supports a number of languages, and can integrate with help desk, FAQ, and customer relationship management software. It will help the platform to identify the shortcomings in knowledge and automate replies for general and common customer queries.
Zendesk EVP Shawna Wolverton said that both Cleverly and Zendesk are trying to make AI more democratic and are looking for practical solutions for businesses to use AI without the help of a team of data scientists. It will also be used to decrease the tasks done by humans, improve workflows and more efficient customer support.
Zendesk had acquired the e-commerce customer service startup Smooch in 2019. Zendesk was founded in 2007 and went public in 2014. The company is relying heavily on automation with popularizing chatbots that predict better solutions for the queries of the customers. It has recently added more features like workflow automation on social media customer service channels. With this Zendesk can make reports on the performance of a brand’s automation strategy.
