Zendesk Brings Sixth Sense to Customer Conversations

SAN FRANCISCO, Oct 07, 2015 (BUSINESS WIRE) — Zendesk, Inc. ZEN, -0.60% today announced Satisfaction Prediction, the first machine learning and predictive analytics feature for customer satisfaction. The feature leverages historical satisfaction survey results to predict conversations at risk of bad customer satisfaction before they occur, allowing organizations to take a data-driven approach to customer service. With the rise of communications across mobile, social and email platforms, customer interactions have become complex, clouding the ability of customer service agents and managers to identify and prioritize conversations to achieve optimal customer satisfaction. Through years of analysis of customer interaction data, Zendesk can now provide customer service teams with an early warning system for poor customer satisfaction by predicting and pinpointing the customer conversations most likely to lead to high or low…


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