Zendesk has publicized the Satisfaction Prediction program. It is a new tool with learning and predictive analytics upgrade for its help desk software.
The predictive capability program is designed by Zendesk to spot problematic zones for customer service groups before complications transpire, giving businesses with an information-driven early advice method to let the team proactively dodge subpar customer interaction circumstances.
The Satisfaction Prediction program uses a machine learning procedure to process outcomes of Zendesk's historical satisfaction assessments, knowing from signs such as dormancy between customer service representative and customer replies, the precise time to decide a ticket, and the detailed wording of tickets cross-checked with customer satisfaction scores. Zendesk then uses analytical structuring to determine the likelihood that a particular customer dialogue, be it via email, phone or a social media interaction, will end in a high or low customer satisfaction score. That information can be acted upon instantly or entered into an organization's CRM or customer relationship management software for disposal in later communications.
Zendesk's predictive program acts like the self-service business intelligence tools in refining a company's capability to forecast based on investigated information. Based on an anticipated customer approval rating on a scale of zero to 100, help desk administrators and its team can fine-tune processes, modify workflows, or follow incorporations or software enhancements to solve problematic areas in their customer service. The machine learning system processes both historical and live customer information, and can break down individual satisfaction ratings over time to make predictive portfolios for specific customers.
Zendesk Senior Vice President Adrian McDermott for Product Development stated that the continuous learning technology is targeted at decreasing customer exertion when communicating with help desk representatives and lets the companies use analytical information to enhance business establishments' long-term associations with their customers. The Satisfaction Prediction program upgrade is now accessible in beta version to Zendesk Enterprise clients and will be available in 2016.