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Zendesk

Zendesk AI

Composite Score

7.2 /10

CX Score

7.3 /10

22 Reviews Write a Review

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What is Zendesk AI?

Zendesk AI agents (formerly Ultimate) can handle the most sophisticated matters across any channel. Provide instant, personalized support and make customers happier while reducing costs.

Company Details

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Zendesk AI Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zendesk AI.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

83 Likeliness to Recommend

1
Since last award

100 Plan to Renew

74 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+78 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zendesk AI?

3% Negative

13% Neutral

84% Positive

Pros

Reliable
Performance Enhancing
Acts with Integrity
Helps Innovate

Cons

Charges for Enhancements

Feature Ratings

Average 71

Intent Extraction

Personalized Service

Generative AI

Translation

Other Integrations

Leads Generation

Workflow Processing

Learning and Adaptability

Artificial Intelligence Engine

Natural Language Processing

Retrieval augmented generation

Vendor Capability Ratings

Average 72

Ease of Data Integration

Breadth of Features

Quality of Features

Business Value Created

Usability and Intuitiveness

Ease of IT Administration

Ease of Implementation

Availability and Quality of Training

Ease of Customization

Vendor Support

Product Strategy and Rate of Improvement

Zendesk AI Reviews

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Aug 2022

Very affective

Likeliness to Recommend

7 /10

Pros

Reliable
Trustworthy
Efficient Service
Effective Service

Ashim M.

Role: Sales Marketing
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2022

Great product with a very user friendly feel.

Likeliness to Recommend

7 /10

What differentiates Zendesk AI from other similar products?

The simplicity and user friendliness I regards to the usage.

What is your favorite aspect of this product?

Ease of scope and using the features.

What do you dislike most about this product?

There is a bit of scope towards improvement and expansion towards adding additional features.

What recommendations would you give to someone considering this product?

Considering the ease of the product, it is a great one for new beginners.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Sandip B.

Role: Information Technology
Industry: Finance
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2022

Easy to use, user-friendly but bit Pricey.

Likeliness to Recommend

9 /10

What differentiates Zendesk AI from other similar products?

Unique Features of Files compress and data validation.

What is your favorite aspect of this product?

Time savings, and accurate result / output

What do you dislike most about this product?

Bit costly. AI Technology used. Robot, ML and Pyton.

What recommendations would you give to someone considering this product?

If the Organization is medium or Large size, defiantly should buy this product. As it saved Time and result is accurate.

Pros

Unique Features
Saves Time
Security Protects
Helps Innovate

Zendesk AI

What is Zendesk AI?

Company Details

Need Assistance?

Awards & Recognition

Zendesk AI Ratings

83 Likeliness to Recommend

1 Since last award

100 Plan to Renew

74 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+78 Net Emotional Footprint

How much do users love Zendesk AI?

Pros

Cons

Feature Ratings Average rating of all product features, some of which may not be shown below

Intent Extraction Ability to extract the actions that user has performed

Personalized Service In conjunction with CRM/ITSM integration or browser cookies, the assistant can be configured to deliver a more personalized service to the client.

Generative AI Ability to use Gen AI to enhance the conversation

Translation Supports automatic translate to multiple languages.

Other Integrations Ability to synchronize with other chat options and ITSM tools

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Artificial Intelligence Engine Can work autonomously within a series of pre-defined parameters, including decision-making, routing, processing, and human interaction.

Natural Language Processing Allows chatbot to “understand” voice/text inputs relayed by a human in conversational vernacular, and be able to process & relay feedback in natural speech.

Retrieval augmented generation Retrieve historical knowledge/accounts and use database to query data.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Zendesk AI Reviews

Very affective

Likeliness to Recommend

Pros

Ashim M.

Great product with a very user friendly feel.

Likeliness to Recommend

Pros

Sandip B.

Easy to use, user-friendly but bit Pricey.

Likeliness to Recommend

Pros

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Feature Ratings

Intent Extraction

Personalized Service

Generative AI

Translation

Other Integrations

Leads Generation

Workflow Processing

Learning and Adaptability

Artificial Intelligence Engine

Natural Language Processing

Retrieval augmented generation

Vendor Capability Ratings

Ease of Data Integration

Breadth of Features

Quality of Features

Business Value Created

Usability and Intuitiveness

Ease of IT Administration

Ease of Implementation

Availability and Quality of Training

Ease of Customization

Vendor Support

Product Strategy and Rate of Improvement