Customer experience automation utilizes AI to manage service interactions

Customer experience automation (CXA) utilizes artificial intelligence, data, and workflow automation to manage customer interactions from initial contact through post-call tasks. A comprehensive CXA platform typically integrates AI agents, real-time agent assistance, intelligent routing, omnichannel service, and unified knowledge orchestration. Implementing these systems can lead to reduced costs per contact, 24/7 availability, and faster resolution times. For example, Valvoline utilized CXA to reduce average handle time by 20 seconds and hold time by 10 seconds.

Zendesk provides a customer service platform that combines ticketing, live chat, and knowledge bases with AI-powered support agents. While Zendesk offers mature ticketing workflows and routing, the effectiveness of its AI agents depends heavily on the quality of connected knowledge sources and workflows. Industry trends indicate that 72% of customers desire immediate service, increasing the demand for automated solutions that can handle routine requests and complex conversations at scale.