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Zendesk CTO sees all Customer Experience (CX) embracing AI, eventually
New report from Zendesk details the impact and prospects of AI for customer experience.
To address this concern, Zendesk acquired Klaus, an Estonia-based Quality Assurance company in February of this year, with integration into the portfolio in April. McDermott explained that Klaus has a set of tools that customer service managers can use to assess the quality of both human and bot interactions. He notes that most companies start with the first stage, as it’s lower risk, and gradually move towards more automation as confidence in the technology grows.
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