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Zendesk announcing machine learning-powered knowledge management solution

04 May 2017

Zendesk has announced a new knowledge management solution powered by machine-learning and designed to help deliver a better customer experience.

Zendesk Guide is a smart knowledge base that captures the collective knowledge of an organisation.

Guide empowers customer service agents to resolve inquiries with contextual insights and gives customers ML-powered self-service customer support.

“Customers like the convenience of self-service and automation, but they still want answers tailored to their unique situation,” Zendesk products president Adrian McDermott says.

“Zendesk Guide meets this need by helping companies deliver knowledge to customers and employees with personalisation through machine learning technology and contextualised based on the customer’s journey.”

Through a combination of the Zendesk API, Web Widget, and Mobile SDK as Zendesk Embeddables, Guide allows companies to deliver in-context support anywhere - apps and websites - meeting customers where they already are.

And for customers who would prefer self-service, Guide makes self-service quick and convenient.

Zendesk Guide introduces two new capabilities to deliver faster resolution and better customer service - the Knowledge Capture app and Answer Bot.

The Knowledge Capture app converts customer interactions into an opportunity for agents to capture and share information that enriches the knowledge base.

Agents can use it to share their collective knowledge with their customers and peers more effectively, reduce the errors caused by outdated information and improve the quality of the self-service content over time.

Answer Bot utilises information from the knowledge base, combined with advanced machine learning technology, to automate responses to customer inquiries for better service outcomes.

Answer Bot uses deep learning technology - the most advanced machine learning capabilities - to improve self-service efficiency by responding to customers’ questions with relevant knowledge base articles before they ever reach an agent.

Answer Bot provides more informed answers automatically and gets smarter with every answer delivered.

It will be first available for email and extended to other channels such as Web Form, Web Widget, and Chat over time.

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