Zendesk harnesses machine learning for customer service


Putting a stop to bad customer service before it even begins has long been the dream of businesses; however, Satisfaction Prediction from Zendesk can help make this a reality, using machine learning to take a data-driven and proactive approach to customer service.

Zendesk, a leading customer service platform provider, has employed its years of customer interaction data analysis to create a software feature that leverages historical satisfaction survey data to predict and prevent risky customer conversations and to improve overall customer experience.

“By introducing cutting-edge machine learning to Zendesk’s customer support platform, we’re using data-driven insights to help organizations build better long-term relationships with their customers,” said Adrian McDermott, SVP, product development, Zendesk.

The feature can be used to identify and correct customer service issues in real-time during a customer conversation as well as to prevent future issues. For example, a business can predict a low satisfaction conversation with a high-value customer so the call can be escalated to retain that customer. It can also be used to avoid similar service issues going forward.

Predictive analysis allows businesses to perform a number of functions using a dynamic rule based on the intelligence of thousands of customer signals combined with the customer’s satisfaction rating of each ticket resolution. Such predictive signals include the effort it took to resolve a ticket, the latency between customer and agent responses and the language used in a ticket.

Based in San Francisco, CA and with customers in 150 countries, Zendesk has opened an Asia Pacific hub office in Melbourne through an innovative partnership with the Victorian Government.

The five-year investment partnershi,p in the form of a job creation grant, is expected to create up to 175 new jobs in Victoria’s technology sector.

“Zendesk’s decision to base its tech headquarters in Melbourne is a vote of confidence in the future of our industry and means more high-skill jobs for Victorians,” said Victorian Premier Daniel Andrews. “We’re working hard to attract more investment in our tech industry and to provide the opportunities that will help local companies start up and grow.”

Zendesk also launched the Melbourne arm of its global Zendesk Neighbour Foundation, committing $100,000 in financial support to community organisations and 1,000 hours of employee volunteer service for local charities.