Zendesk

Connect moinAI to Zendesk and ensure automated ticket creation & service agent takeover in chat

Zendesk is used by numerous companies, in particular for creating and managing tickets in customer service and support. Zendesk describes working with tickets as follows:

As an agent, your main responsibility is to resolve your customers' support requests. To do this, you work with tickets that arrive in different ways (e.g. via the request form in the help centre, directly by email, by phone, by text chat or via social media such as Twitter and Facebook).

In addition to channels such as the help center, e-mail, telephone or social media, text chat is also a relevant communication option that customers are increasingly turning to.

If you use the moinAI chatbot on your website, it can of course be connected to Zendesk so that the transmission of relevant ticket information is automated.

In practice, visitors to your website could communicate with the moinAI chatbot and make a complaint, a product request or even a request for an offer. For all of these exemplary scenarios, a ticket can be automatically created in your Zendesk system so that your service agents can deal with the issue. Of course, the moinAI chatbot can also answer these requests, but some companies prefer to involve a service employee for complaints or complex product enquiries.

By the way, we also recommend this: Especially when it comes to complex or emotionally charged customer concerns, communication with a service employee is more appropriate than with a chatbot. The Zendesk integration therefore allows a user to enter into a conversation with a chatbot and a service agent can be switched to when the situation requires it. Of course, the switch from chatbot to service agent works automatically and the corresponding customer simply continues their conversation in the same chat window. This offers maximum ease of use for your employees as well as customers.

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moinAI x Zendesk: What can be automated?

• Creation of tickets
• Updating tickets
• Human Takeover: automated transfer from chatbot to an agent

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This is what it looks like in the background

One of our most important priorities is ease of use and an excellent user experience, both for website visitors and customers, as well as for employees who come into contact with moinAI.

The transfer from the chatbot to the live chat agent (a so-called Human Takeover) who can simply stay in the same chat window and wait for the live chat agent to get in touch. However, this takeover is also very easy for the live chat agent in the background. You can see exactly how this works in the video: