Hurray! Machine Learning Comes to Customer Service

Early next year, Zendesk will be releasing a new tool that’s currently in beta that applies machine learning and big data analysis in the — wait for it! — customer-service realm. I know, I know. CRM vendors and pure play customer service providers do invest in the service segment of the customer experience. Contact center technologies, especially cloud-based applications, for example, routinely see enhancements and upgrades and fundraising. It could be argued, however, that the best technology, the most cutting edge research, such as machine learning and artificial intelligence has been reserved for the revenue drivers of sales and to a lesser extent, marketing.  It could also be argued that the investments that go into the service space are also geared to better connecting with customers in order to increase…


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