Zendesk AI Agents Software Reviews

“Efficient and Engaging: A Chatbot that helps customers and agents

Pros

My experience with ultimatie.ai and their team has been outstanding. The staff was committed, approachable, and professional, offering attentive and valuable support throughout my journey. It's evident they truly care about their customers and go the extra mile to ensure satisfaction. From onboarding to post-launch analysis, the Zendesk customer success manager was consistently there to support us.

Cons

I honestly don't have anything negative to say. They really listen to feedback and act on it quickly.

“Absolutely satisfied

Pros

I really appreciate it when programs are simple, and this one definitely fits that bill. Everything is arranged logically. We managed to integrate Zendesk into our environment quickly, which has allowed us to support our customers more effectively and efficiently. It's a significant asset to our company.

Cons

I can't think of anything bad to say about Zendesk at the moment. I'm completely satisfied with how everything is working.

“Very happy with the chatbot

Pros

I'm a huge fan of cards and Carousels, as they make everything look much more visually appealing. I also really value the weekly meetings with our Customer Success Manager, Justine. These meetings keep us informed about upcoming updates and the future roadmap.

Cons

There's no option to set a schedule. It would be awesome if I could pre-plan certain dialogs or schedule when they should go live, like writing a Black Friday message in July and setting it to post in November automatically. Or even having the dialogs change based on the time of year, like in September it could say "Have a great day," but in December it switches to "Happy Holidays."

“AI that does the work for you

Pros

After training and teaching the Bot, the AI has become a major component of the bot's effectiveness.

Cons

There are a few lengthy manual steps when setting up the bot.

“Fun, insightful and inclusive

Pros

From beginning to end, we felt confident in building a successful bot, even though we were all new to this field. The support was always accessible, and we could ask questions at any time of day. Eventually, Zendesk felt more like an extension of Felyx than just an external partner.

Cons

I didn't have any issues with Zendesk itself. The only hiccup was with integrating SunCo, and their slow response. I wish someone from Zendesk had stepped in at that point to speed things up.

“Great Technology!

Pros

It's a fantastic, innovative technology that's easy for our teams to deploy and use. It integrates seamlessly with our current tech stack and is adaptable across various departments within the organization.

Cons

I'd really like to see more pre-built, industry-specific solutions that don't require much customization so we can jump into using them right away.

“no one is responsable

Pros

The pitch suggests they have an impressive product.

Cons

The company I represent has not seen the results we expected from our partnership, and we haven't gotten any clear suggestions on how Zendesk AI could improve our service level, which would help us achieve better outcomes.

“Working with Zendesk (solution & team) is a pleasure

Pros

They truly understand our needs and help us reach our goals quickly and efficiently. They serve as an extension and enhancement to our team.

Cons

I don't have anything to share at the moment. :)

“More than a chatbot company...

Pros

The Zendesk team played a crucial role in helping us achieve and exceed our goals at Sunrise. Their talent, professionalism, readiness, and, most importantly, their kind and human approach are invaluable in our digital environment. Everyone on the team is technically skilled and always willing to assist, with a keen sense of accuracy regarding deadlines and deliveries. The software's usability and ease of use are remarkable, particularly in terms of conversation design tools and UI.

Cons

My only issue was with the software's reporting and filtering capabilities, which could be better for customized needs. However, the Zendesk team was fantastic and provided personalized reports and dashboards to bridge that gap, which was really great.

“Strong tool that is quickly growing even better; trusted partnership in solving business problems

Pros

Zendesk's hands-on guidance while we learned to use their tool and planned our launch was fantastic. We had ambitious goals for implementing Zendesk, and the team embraced them fully. They've been trusted partners, and I appreciate that, in addition to helping us understand their tools, they've consistently provided their thought leadership and industry insights. Zendesk.ai is not just a chatbot but a versatile tool that has enabled us to achieve several things quickly.

Cons

The tool doesn't have a built-in staging function yet. They've helped us with workarounds for now, but ideally, I'd love to see a native option to draft and test before making changes live, without all the extra steps.

“Yes. I would recommend Zendesk.ai

Pros

It's great to have a centralized place where we can manage all languages in one spot.

Cons

There's still room for better integration with Zendesk.

“Highly capable CHAT AI

Pros

It is a third-party service that manages chatbots.

Cons

I don't have any dislikes because Zendesk's product is pretty efficient.

“Very attentive support and well outlined onboarding. Intent recognition quite impressive

Pros

Whenever we need advice, the support we get in Slack is very helpful. The onboarding process was thorough, and setting up custom API integration was excellent because we could interact directly with the engineers.

Cons

Not all the information we learned is easily available in the help center, and the custom API integration still feels unfinished. For instance, it would be useful to have error logs for the integration, including request payloads.

“Zendesk virtual assistant

Pros

Zendesk provides businesses with a multilingual feature for various end users.

Cons

I think Zendesk could benefit from having a bigger presence at events in the EMEA region.

“Great experience

Pros

The dashboard is user-friendly, and the team is always eager to solve our issues. We've come up with many great ideas to enhance our chatbot and have already seen positive results.

Cons

Right now, everything is running smoothly, so I don't have any complaints.

“Highly likely, I would recommend service to my colleagues/partners

Pros

The interface is simple and easy to understand, and the Customer Support department is top-notch, responding quickly to issues and providing automatic updates on problems.

Cons

It's hard to say anything right now since we're still waiting for API integration, but once that's in place, I can provide more insight.

“Zendesk has been a great partner in helping us navigate the chatbot space.

Pros

Zendesk's interactive UI is very beneficial. I particularly appreciate the confusion matrix and the ability to quickly train expressions for bot flows.

Cons

The product does have some bugs, which isn't surprising given how fast they're rolling out new features.

“Zendesk AI has a great team

Pros

It's easy to use, and any changes we make are updated in the bot immediately.

Cons

No major issues here, and their support team has been amazing.

“Great team

Pros

The team is always available to help with any questions or issues. We've had in-depth discussions about our needs and how to address them with the current product and future developments.

Cons

For us, it would be helpful to have more specific intents and fewer combined ones. Customers often ask broad questions that even a human would have trouble with, and the AI struggles to understand without needing a follow-up question.

“Easy to use and learn.

Pros

Zendesk is easy to use and learn, offering almost limitless options. It also allows for a lot of creativity.

Cons

Sometimes, when you're looking for something specific, it can be hard to find if there's a lot of information packed into the intents.