Software as a service Archives

Singapore – Software-as-a-service (SaaS) company Zendesk has announced new artificial intelligence (AI) technology and conversational commerce features in order to improve its customer experience (CX) offering across its user base. The announcement follows the recent conclusion of Zendesk’s flagship conference ‘Relate’.

‘Zendesk AI’, the company’s new AI tech feature, is an intelligence layer that makes personalised, efficient and more empathetic customer experiences (CX) accessible for all companies. This new AI feature comes after Zendesk’s recent partnership with OpenAI.

Some of the capabilities of Zendesk AI include advanced bots that automatically solve issues and provide more personalised, industry-specific and accurate responses; improved agent productivity through AI-powered insights and suggestions to arm agents with more knowledge and context; and intelligent triage using capabilities such as intent and language detection and sentiment analysis to classify customer requests and allow teams to respond accordingly.

Available today, Zendesk AI will help companies instantly improve service experiences, save time, better understand their customers, and create seamless interactions. The solution continues to learn over time, is fast to deploy, easy to use, and immediately adds value without the need for large teams of developers or months of implementation time.

Cristina Fonseca, head of AI at Zendesk, said, “While running and scaling a successful CX team is complex, using AI should be simple. “With Zendesk AI, our proprietary models are specifically trained for CX and designed to immediately deliver actionable customer insights. These foundational features are key to improving customer service quality and agent efficiency, with potential to be even more powerful when combined with [large language models] LLMs.”

Meanwhile, Zendesk’s conversational commerce is made possible through deepening its partnership with Meta’s WhatsApp and Shopify, to further enhance businesses’ CX strategies and empower them to create a better shopping journey for their customers.

The conversational commerce feature provides direct support, marketing, and sales all from within a conversation, such as the capability for agents to leverage knowledge about customers’ ongoing shopping habits/status to personalise their service; identify new revenue opportunities by understanding any shopper’s habits and purchase history; and using AI to automate conversions and recommendations.

Adrian McDermott, chief technology officer at Zendesk, commented, “While we’ve seen huge shifts in the way people shop over the past few years, one thing has remained constant – people prefer to communicate via messaging. Now that digital is the new storefront, businesses will be able to use conversational commerce, built on our powerful messaging platform, to create a richer, more dynamic and interactive experience with their customers, which will ultimately lead to increased loyalty and revenue.”

Hong Kong – Online marketing and enterprise data solutions provider iClick has launched iSCRM, an off-the-shelf (standard) Software as a service (SaaS) enterprise management platform for daily operations and social customer relationship management.

iSCRM leverages the updated features of WeCom, Tencent’s communication platform for enterprises, to effectively attract new users and intelligently manage brands’ private traffic through the integration of the various functions on WeChat Mini Program, WeCom, and WeChat.

Furthermore, iClick’s new software product can be used for the following:

Track consumer actions touch-points within Tencent.
Establish real-time 360-degree consumer profiles through data analytics of consumer social behavior data and consumption information.
Provide purchase and frequency analysis and advising on data-driven personalized engagement strategies through the identification of active and high-value consumers to enhance consumer stickiness and loyalty.
Digitalizing sales management and evaluation in order to improve internal management efficiency and boost sales revenues.
Ensure consumer transfer to retain valuable consumers.

“I am very excited to announce the launch of iSCRM, iClick’s first standard SaaS product. This new solution equips clients with the latest smart tools that [integrate] and optimizes the various functions of Tencent’s continuously evolving ecosystem,” said Jian “T.J.” Tang, CEO and co-founder of iClick.

He added, “We believe iSCRM has great potential to enhance brands’ private domain traffic management and generate higher sales revenues. We will continue to develop leading edge products like iSCRM that empower brands to take advantage of the latest trends in the smart retail era and look forward to the contribution of such standard products to rapidly scaling up iClick’s sales revenue across our mid-tier client base.”