Customer support made easy with Glean Assist for Zendesk and Service Cloud

Although service desk agents depend on knowledge base articles to do their work, articles often aren’t up to date and or complete. Agents have to search for additional documents and ask other employees to get the exact information they need, costing them time, attention, and valuable customer satisfaction. 

Time-to-resolution of issues is key to customer satisfaction. Service desk agents, whether they’re a newer customer success agent or a seasoned manager, need a better source of truth that also doesn’t require taking time and attention away from more experienced agents. Solutions like Glean’s AI-powered capabilities for support teams enable them to decrease resolution times by up to 20% and save more than an hour each day responding to tickets.

That’s why, alongside our next-generation prompting update, we’re very excited to announce new embedded solutions today—Glean Assist for Zendesk and Glean Assist for Service Cloud. These embedded experiences bring the power of Glean’s AI capabilities directly inside customer service and support applications, enabling support agents to find the knowledge they need to deliver better customer experiences and cut down on resolution times, all without costing other workers and resources in their organizations. 

Glean Assist for Zendesk 

Glean Assist for Zendesk enables agents to improve issue resolution rates and overall customer satisfaction by giving agents the right context and knowledge to deliver better solutions. Users will be able to: 

• Gain context and a deep understanding of their company’s internal knowledge from within the Zendesk interface
• Generate summarizations of customer interactions along with recommended next steps based on internal knowledge and past resolutions 
• Dive deeper into related tickets and internal channels, as well as identify subject matter experts and relevant documents within internal knowledge bases
• Compose and refine responses for customers, which can be altered for tone and conciseness

“By tapping into Zendesk’s open platform, Glean Assist for Zendesk enables agents to tap into valuable knowledge embedded within their service operation as well as across the enterprise to deliver smarter, more personalized experiences to their customers,” Ben Barclay, Zendesk SVP Strategy, Corporate Development, & Transformation said. “We believe 100% of customer interactions will eventually involve AI, and so we are excited to welcome Glean’s generative AI innovation to Zendesk’s partner ecosystem.”

Glean Assist for Service Cloud

Glean Assist for Service Cloud similarly improves issue resolution rates and increases customer satisfaction by giving support teams access to their internal knowledge directly from within Salesforce Service Cloud. Upon opening any ticket, they receive automatic summaries of customer interactions along with recommended next steps. Additionally, users can explore related tickets, locate subject matter experts, and access internal channels relevant to the case.

Glean’s native solutions for Zendesk and Salesforce Service Cloud will enable agents to quickly find the right answers and context outside of these apps without ever having to leave it. Glean will enable every agent to be prepared to answer any question—even when picking up new cases—and resolve cases faster than ever before with access to summaries and suggested next steps the minute they open a case. 

Interested in seeing these in action yourself? Glean Assist for Zendesk is currently available for everyone, while Glean Assist for Service Cloud is in beta. If you’re already a Glean user, contact your admin to learn more about entering a trial period. If you’d like to discover more about Glean and how it can help your support and success teams do more, faster—get a demo today!