Customer AcquisitionPrediCX for Zendesk is an AI powered ticket tagging application which automatically tags Zendesk tickets by:
Topic
Sentiment
Intent
Urgency
This granular insight enables action that corresponds to customer needs and the root cause of problems.
Improved efficiency through automation and workflow prioritisation enables better responses and higher customer satisfaction.
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Sentiment Analysis
With PrediCX for Zendesk, the AI driven Natural Language Processing – NLP – considers the entire conversation, not just the keywords.
This industry specific and trained machine learning model gives deeper and more accurate understanding of customer sentiment.
Text based on concepts gives very different results to keyword-based text. Sentiment analysis studies prove that concepts are able to yield predictive insight whereas keywords aren’t.
This difference between a keyword based approach versus a concept based approach is explored in a white paper: Concepts versus Keywords.
Sentiment Analysis performance needs to be precise and measure accuracy and qualitative differences in addition to quantitative.
Ticket Analysis
All Zendesk tickets are automatically analysed with PrediCX and prioritised for action.
Benefits for ticket allocation:
Critical support issues are escalated to the top of your Zendesk ticket queue
Tickets can be routed based on topic, issue, intent, sentiment or urgency
Allocate ticket prioritisation on team criteria and ability to respond
Retain customers by reducing churn through an improved customer experience
Reporting Analysis
PrediCX for Zendesk delivers accurate and granular business intelligence in easy-to-use reports.
Zendesk tickets are easy to deep dive for root cause analysis
Insight is significantly more accurate and granular than with manual tagging
Conversations can be interpreted to discover new trends in near real time
Integrate with your own BI or SQL or analyse using Zendesk Explore
How PrediCX for Zendesk Works
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