Integrating AI Agents in Zendesk Email Support

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‍Benefits of Integrating a Smart AI Agent

1. Round-the-Clock Service: AI agents provide highly accurate responses 24/7, improving customer satisfaction.
2. Multilingual Support: Supports over 55 languages, eliminating the need for hiring translators.
3. Accuracy: Fini's AI agents can respond with 97%+ accuracy with a better CSAT than humans
4. Headless: Fini's AI agents are headless allowing you to import data from any tool/ APIs

Want to learn more about benefits, learn here: Link

Step-by-Step Integration Guide

1. Creating a Fini Account: Sign up with Google, Microsoft, or Slack.
2. Creating a Bot:some text
   • Go to setup and create a new bot. Name it (e.g., Clippy).
   • Feed the bot information from various sources (links, files, Google Drive, etc.).

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3. Training the Bot: Add links for the bot to train itself and test its responses.

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4. Deploying the Bot: Deploy the bot on various platforms (Slack, Discord, Zendesk).some text
   • Integrate with Zendesk by providing the subdomain (more) and account ID (more).
   • Set featuressome text
     1. Choose reply typessome text
        • Internal comments: Internal comments will just be visible to your human agents and, the AI agent will draft a response, and then Human agents can essentially copy paste it in response.
        • Direct replies: AI agent directly replies back, to the user query, automating it end to end
     2. Set time delays
     3. Enable PII masking: Information masking in case a user shares some confidential information such as account number, phone number, insurance id etc.
     4. Assign Tickets to Fini: This records the ticket information on Fini’s internal system, allowing you to leverage the analytics insights powered by Fini.
     5. Enable Category: In case you have pre-made categorization rules in your Zendesk account, it essentially pulls those and it makes sure to categorize the tickets in the way that it's intended

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5. Zendesk Configuration:some text
   • Create Webhooks: A webhook sends an HTTP request to a specified URL in response to activity in Zendesk Support. For example, you can configure a webhook to send requests when a new ticket is created. Learn more here.
   • Set triggers: Define rules for when and how your AI agent should engage as per business’s needs. Learn more here

At this point, everything is set, and the next step is for us to see how it'll operate live.

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Real-World Testing

We tested out 2 examples

• Example 1: Email about amn Airbnb property inquiry. The AI agent categorizes the ticket and drafts a response.

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• Example 2 (Internal Comments): Urgent query about an Airbnb cancellation. AI agent provides empathetic and actionable template message to the human agent, ensuring they can act on tickets faster.

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Voila! Our AI Agent is set to help you take your customer support operations to next level

Summary

In this article we covered setting up a Fini account, training an AI model that’ll power the AI agent, integrating it with Zendesk, and testing it live.For questions or assistance, contact us at founders@usefini.com and we can together discuss your business use-case.