Access valuable insights and quality control in real time with Zendesk AI

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For years, business leaders have turned to customer service for valuable insights, but the highest-value information—contained in long emails, chat transcripts, and phone calls—has traditionally been expensive and difficult to extract. To help with this, Zendesk introduces AI-powered insights that analyze customer conversations across systems, extract valuable key insights, and enable real-time business intelligence—such as strategic opportunities that can be applied across teams—to inform the changes needed to improve CX and increase CSAT.

With valuable insights powered by Zendesk AI, businesses can now:

Quickly uncover why customers are reaching out with granular details using improved intent and entity detection, enabling faster, more personalized resolutions.

Proactively design and refine workflows with valuable, ready-to-use insights from the new Smart Triage dashboard, ensuring critical issues are efficiently routed and automated.

Use quality control across all touchpoints, now including voice number database agents and AI, to automatically analyze and optimize customer conversations and agent performance.

UrbanStems , an online flower delivery service, leverages Zendesk’s intelligent classification to automatically identify root issues and efficiently escalate urgent tickets. Using AI-powered insights, they streamlined operations, saving time and increasing efficiency. In just three months, UrbanStems saved $100,000 and saw a marked improvement in customer satisfaction. “Zendesk AI has been instrumental to our business,” says Laura McDonald, Director of Customer Happiness. “We’ve already seen huge benefits.”

Valuable insights from AI


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With our latest innovations in AI, along with new analytics and voice capabilities, Zendesk is truly transforming the way service is delivered. These advancements aren’t just theoretical—they’re driving real, measurable impact across every aspect of the customer experience. From reducing costs to increasing customer satisfaction and loyalty, Zendesk is helping businesses achieve meaningful, tangible results today.

Ready to hear what Zendesk AI can do for your business?
Join us for our digital Zendesk AI Summit on October 16, featuring Adam Grant and Stephanie Mehta as they share their visions for AI and the future of work, dive deeper into these latest releases, and answer questions during our live Ask the Experts panel.