Zendesk Announces Anthropic and AWS Collaborations – Targets AI Improvements

The CRM stalwart believes the partnerships will lead to “faster, more efficient, and more accurate AI features”

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CRMLatest News

Published: April 17, 2024

Rhys Fisher

Zendesk has announced new collaborations with AWS and Anthropic at the company’s flagship global conference, Zendesk Relate 2024.

With a focus on AI, the CRM and helpdesk provider believes that the partnerships will enhance the speed, accuracy, and efficiency of its AI offerings.

The collaborations will see Zendesk leveraging Amazon Bedrock, AWS’ solution for building and scaling generative AI (GenAI), to bring new GenAI use cases to market.

Where Anthropic is concerned, the belief is that its Claude 3 family of LLMs will provide its customers with more choice and flexibility in the models they leverage within the Zendesk platform.

Adrian McDermott, Chief Technology Officer at Zendesk, discussed his excitement about the potential of these new AI collaborations:

“AI is transforming customer and employee interactions, and soon, it will shape virtually all of them. This transformation requires mastery and efficient deployment of the best LLM technology available.

Our long-standing partnership with AWS and work with Anthropic means our customers have a CX platform and choice of powerful LLMs to help them set a new standard for service, with AI and automation providing support quickly and effortlessly.

So, let’s take a closer look at how AWS and Anthropic’s tools will improve Zendesk’s AI solutions.

Always Room for Improvement

Despite boasting that its existing AI infrastructure contains decades of CX data and industry-specific insights that enable Zendesk to reportedly save its customers hundreds of hours each week, the company’s decision to team up with AWS and Anthropic lends credence to the old adage that there’s always room for improvement.

Below is a brief breakdown of the key improvements that Zendesk believes the collaborations will help to deliver:

Intelligent, Immediate Support

By integrating with Zendesk’s existing platform, Anthropic’s Claude 3 models claim to enable businesses to provide empathetic, immediate responses – reducing wait times and enhancing customer satisfaction.

Personalized Customer Interactions

Zendesk believes that the combination of its CX data and industry-specific insights, AWS’ GenAI capabilities, and Anthropic’s AI models will result in tailored support that adapts to each customer’s context and requirements.

Enhanced Agent Support

The CRM provider claims that the overall improvement that the collaborations will deliver to Zendesk’s AI-driven tools will assist agents by delivering relevant information more quickly, proposing suitable responses, and automating routine tasks – allowing them to concentrate on addressing more intricate and valuable customer requirements.

In discussing how he believes Amazon Bedrock will support and improve Zendesk’s AI offerings, Atul Deo, General Manager of Amazon Bedrock at AWS, stated:

“There’s never been a more important time to redefine what’s possible in customer engagement and support.

“By harnessing Amazon Bedrock’s fully managed capabilities to build generative AI applications with security, privacy, and responsible AI, Zendesk is set to empower businesses worldwide to deliver more personalized, efficient, and intuitive support experiences.

Together, Zendesk and AWS are committed to ensuring that businesses are equipped with the tools they need to thrive in an ever-evolving digital landscape.

More Announcements from Zendesk Relate 2024

Collaborations weren’t the only thing on the agenda at Zendesk Relate 2024, with the company also unveiling a variety of AI-powered products and improved features.

With a list that included autonomous AI agents, workflow automation, agent copilot, workforce management (WFM), and quality assurance (QA) capabilities, Zendesk has promised to deliver its customers the “most complete service solution for the AI era.”

All the new innovations announced will be integrated within Zendesk’s existing AI system, which currently automates up to 80% of support requests and is said to contribute to a 30 percent reduction in resolution times.

For more information about Zendesk’s AI Service Suite Revamp, read the full article here.



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