The quantifiable impact of Zendesk AI

June 5, 2024 - Research Y67

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Nucleus found that service teams leveraging Zendesk AI can resolve customer requests more efficiently, increasing automated resolution rates by 23 percent. Zendesk AI also improves agent productivity, resulting in 20 percent less time spent on each ticket and reducing the time to first response by 16 percent. Additionally, admins experienced a 15 percent productivity increase from AI-assisted workflow design, case routing, and agent support. This assessment involved an independently conducted survey of 36 business leaders across customer experience (CX), IT, and operations ranging from SMBs to large enterprises and was supported by six in-depth customer interviews. Survey responses were recorded anonymously, and each benefit metric is an average of all responses.

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