Zendesk has announced a partnership with AWS and Anthropic at its Relate global conference in San Francisco and Las Vegas. This collaboration aims to enhance Zendesk’s AI capabilities by utilising Amazon Bedrock and Anthropic’s Claude 3 model family. 

These integrations will enable Zendesk’s over 100,000 customers to deploy sophisticated language models tailored to unique customer interactions.

Adrian McDermott, Zendesk’s chief technology officer, highlighted the importance of advanced LLM technology in shaping future customer and employee interactions. “Our long-standing partnership with AWS and work with Anthropic means our customers have a CX platform and choice of powerful LLMs to help them set a new standard for service, with AI and automation providing support quickly and effortlessly.” he said.

Atul Deo, General Manager of Amazon Bedrock at AWS, expressed enthusiasm about the collaboration. He stated that Zendesk’s use of Amazon Bedrock will empower businesses globally to deliver personalized and efficient support experiences by leveraging generative AI applications with security, privacy, and responsible AI.

Zendesk leverages AI to provide instant, intelligent responses to customer inquiries without the need for coding or costly model development. 

The integration with Amazon Bedrock and Anthropic’s Claude 3 models allows for:

• Immediate, intelligent support: Anthropic’s models work with Zendesk to provide empathetic, real-time responses, reducing wait times and increasing customer satisfaction.
• Personalised interactions: Combining Zendesk’s CX data and industry insights with Anthropic’s AI and AWS enables tailored support for each customer’s needs.
• Improved agent support: AI tools provide agents with necessary information and suggest suitable responses, automating routine tasks and allowing them to focus on complex customer needs.

Kate Jensen, Head of Revenue at Anthropic, noted that integrating Claude 3 models with Zendesk and Amazon Bedrock provides businesses with a trusted AI solution that utilises Claude’s multilingual abilities, writing proficiency, and nuanced conversational context comprehension. 

This integration allows businesses to offer more personalised, efficient customer support across multiple languages and channels, boosting customer satisfaction, loyalty, and revenue growth.

“By integrating LLM features into our intelligence panel, we anticipate doubling agent productivity. The panel offers reply recommendations, and conversation summaries, and allows agents to finetune their responses, resulting in enhanced efficiency,” Cristina Fonseca, head of AI, Zendesk, told AIM.