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Machine Learning Customer Service

Machine learning customer service

Simplifying machine learning to automate and improve customer service

Machine Learning is really pattern matching. The human brain is brilliant at pattern matching, but we cannot look at 2 billion tickets. The amount of data collected is just too overwhelming; we need machines and algorithms to help.

Building customer relationships works better when it’s driven by data. With Zendesk Explore, you get instant access to the customer analytics that matter—and the deeper understanding of your customers and business that comes with it.

Moving forward

Explore takes lots of data inputs and reduces them to one score. It takes a really messy world of signals and simplifies it all down to one useful number. It worked for Pinterest.

“Previously, we had a dedicated team member who would look through our tickets and escalate experiences identified as potentially negative. Now we use the prediction score to accurately and automatically identify these types of tickets so our agents can focus on higher value areas.”
-Maggie Armato, Reactive Support Lead at Pinterest

Speedy results

How does Explore work? Simple: Effort Metrics (replies, reopens, reassignments) + Time Metrics (first reply time, full resolution time, requester wait time) + Ticket Text (comments, channel, priority) % = Do Something! (prioritize tickets, drive biz rules, trigger integrations)

And the best part is that thanks to Explore, you can know what matters at a glance. Prescriptive dashboards from Explore showcase the analyses that matter most for team operations and customer experience. The easy-to-use interface and interactive drill-ins surface valuable insights that our own customers ask for most.

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