Zendesk Grants Help Desks Predictive Powers

Satisfaction Prediction feature adds machine learning and predictive analytics capabilities to Zendesk help desk software. Zendesk has announced Satisfaction Prediction, a new machine learning and predictive analytics feature for its help desk software. The predictive capability is designed to spot problem areas for customer service teams before problems happen, providing businesses with a data-driven early warning system to let them proactively avoid subpar customer interaction scenarios. Satisfaction Prediction uses a machine learning algorithm to process results of Zendesk’s historical satisfacion surveys, learning from signals such as the total time to resolve a ticket, latency between customer service representative and user responses, and the specific wording of tickets cross-referenced with customer satisfaction ratings. Zendesk then uses predictive modeling to calculate the probability that a particular customer conversation—be it via phone, email, or a social media…


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