Date: June 1st, 2023
Duration: 37 Minutes
Presented by:

• Karissa Kirkle, Account Manager, Tollanis Solutions

• Pavel Staykov, Director of Engineering, Tollanis Solutions
   

In a customer-first world, where experience is often the deciding factor between loyalty and churn, businesses are under more pressure than ever to deliver fast, intelligent, and personalized service. While traditional customer service teams have long relied on human talent, the demand for scale, speed, and accuracy has led to one inevitable truth: the future of customer experience is powered by AI.

In a powerful masterclass hosted by Zendesk and presented by Tollanis Solutions, Karissa Kirkle and Pavel Staykov guide us through the evolving landscape of AI in customer service. They break down how artificial intelligence and machine learning (ML) are not only transforming the way support teams operate—but are also dramatically improving customer satisfaction and business efficiency.

If you missed the live session, this comprehensive recap provides a deep dive into the key takeaways, real-world examples, and practical strategies shared during the event. Here's everything you need to know.

The Rise of AI in Customer Experience

Customer expectations have skyrocketed. Today’s users want quick answers, 24/7 support, personalized recommendations, and seamless cross-channel experiences. Meeting these expectations with manual systems alone has become nearly impossible. This is where AI becomes a game-changer.

Since October 2021, Zendesk’s AI tools have optimized over 250 million support tickets and saved 35.5 years of agent time—clear evidence that AI-driven automation isn’t just the future; it's already here.

Karissa and Pavel began the masterclass with a powerful message: AI doesn’t replace agents—it elevates them. When used strategically, AI empowers support teams by automating routine queries, analyzing customer sentiment in real-time, routing tickets based on urgency, and much more.

Getting Started with AI in Customer Service

The session first walks viewers through an introduction to AI and ML in the context of support operations. Karissa explains how AI tools act as digital assistants that enhance a company’s ability to handle complex, high-volume interactions without sacrificing quality or speed.

Key functions of AI in customer service include:

• Automated ticket classification

• Instant responses via AI-powered chatbots

• Intelligent routing based on agent skills or workload

• Real-time analytics and predictive suggestions

• Sentiment analysis to prioritize unhappy customers
   

These tools can be implemented gradually, starting with high-volume support areas. The goal isn’t to overhaul your entire support system overnight, but rather to integrate AI in ways that drive clear value from day one.

Zendesk’s AI Toolkit: Designed for Real-World Impact

What sets Zendesk apart in the crowded AI landscape? Its AI features are built natively into the platform, eliminating the need for third-party tools or complex integrations. Pavel Staykov explained how this seamless integration enables companies to start leveraging AI almost instantly.

Some standout Zendesk AI capabilities include:

• Advanced bots that answer FAQs, handle transactions, and escalate complex issues only when needed.

• Intent detection that identifies the context and urgency of each inquiry.

• AI-driven macros that assist agents in formulating fast, accurate responses.

• Machine learning models trained on millions of support interactions, continuously improving in real time.
   

Pavel emphasized that these aren’t just fancy tech add-ons—they're purpose-built tools delivering real business results, such as reduced wait times, increased first-contact resolution rates, and enhanced customer satisfaction scores (CSAT).

Service Excellence at Scale: From Insight to Implementation

Karissa shared compelling insights about how Tollanis clients have used Zendesk AI to scale their customer service operations. A common theme across successful implementations is intelligent automation—not just automating for the sake of it, but targeting processes that free up agent time and enhance the customer experience.

For instance, one retail client saw a 40% reduction in ticket volume by deploying AI bots to handle common return and refund queries. Another healthcare provider used Zendesk’s sentiment analysis and intent detection to prioritize critical patient communications, improving response times by over 60%.

These examples showcase how the strategic use of AI can deliver tangible results across different industries and customer service models.

What Makes Zendesk AI Unique?

Zendesk AI is purpose-built to blend seamlessly with human agents. Unlike standalone AI tools that often feel disjointed, Zendesk’s platform allows AI and humans to collaborate effortlessly.

Here’s what makes it different:

• Built-in tools that eliminate the complexity of integrations

• Real-time learning that evolves with every interaction

• Customizable workflows that adapt to your support strategy

• Scalable solutions for startups and enterprises alike
   

Zendesk’s design philosophy centers around usability, flexibility, and speed of implementation. Whether you're just beginning your AI journey or looking to deepen automation across your service channels, Zendesk meets you where you are.

Key Recommendations for Success

Pavel wrapped up the masterclass with actionable steps organizations can take to begin leveraging AI effectively:

1. Start Small and Focused

Identify one or two areas of your support operation where AI can drive immediate impact. These often include high-volume tickets, repetitive workflows, or after-hours support.

2. Align AI with Human Support

AI should complement—not replace—your team. Use automation for repetitive tasks and allow agents to focus on complex, empathetic interactions.

3. Train Your AI with Real Data

Zendesk AI thrives on interaction data. The more you use it, the better it becomes. Use your existing support tickets to train the system on your brand’s voice, tone, and priorities.

4. Measure & Optimize

Track key performance indicators such as resolution time, CSAT, and agent productivity before and after implementing AI tools. Use insights to continuously refine your approach.

Why Tollanis + Zendesk Is a Winning Partnership

As a trusted Zendesk partner, Tollanis Solutions brings deep industry experience and technical expertise to every implementation. From strategy and deployment to training and optimization, Tollanis ensures that your AI investment delivers long-term value.

Whether you’re a growing business trying to scale or an enterprise seeking to modernize legacy systems, Tollanis + Zendesk can help you build a future-ready customer experience engine.

Conclusion: It’s Time to Embrace AI in Customer Experience

AI is no longer a futuristic concept—it’s a present-day necessity for companies that want to stay competitive in today’s customer-driven economy. With Zendesk’s powerful AI tools and the strategic guidance of Tollanis Solutions, businesses can transform the way they deliver support—making it faster, smarter, and more human than ever before.

???? Missed the Masterclass? Watch the Replay Now.

Unlock practical insights, real-world examples, and expert advice to take your customer service to the next level with AI.

Visit Tollanis.com to learn how Total Customer Experience and AI-powered automation can redefine your business success.