Zendesk enhances CRM, low-code customer service chatbots

Zendesk enhances CRM, low-code customer service chatbots

For its help desk and customer support operations, Zendesk launched new capabilities for its CRM and customer service platforms, including a low-code upgrade to its iconic Answer Bot.

Zendesk’s low-code, drag-and-and-drop automation tool, Flow Builder, has been integrated with the new customer support chatbot update.

Like Salesforce Flow and Microsoft Power Automate, Zendesk users who aren’t programmers can automate discussions here to arrange sales and service conversations, much like they can (formerly Flow).

It was a zero-configuration solution that used AI models based on 12 million customer interactions to organize knowledge base data into responses to frequent questions from Zendesk users when Answer Bot was launched in 2017.

As a result of earlier Flow Builder connections, Answer Bot was able to route support tickets to the proper agents using multiple-choice questions and related content recommendations.

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