The customer support agent takes care of incoming requests across various channels (chat, email, voice). It identifies the nature of the problem, proposes an appropriate response and, if necessary, orients it to a human agent. It can be based on an internal knowledge base or an extensive FAQ. Its operation is based on the understanding of natural language and the contextual management of conversations. Users are support centers, after-sales services, and any business with a large volume of customer inquiries. The benefits: reduction in processing time, 24/7 availability, better customer satisfaction and reduction in team load.

Zendesk