Yellow Messenger enables AI-powered chatbots to seamlessly escalate complex customer queries to live Zendesk agents while automatically transferring full conversation history. This eliminates customer frustration from repeating information and ensures support teams have complete context for resolution. The integration benefits organizations seeking to balance automated first-response efficiency with human expertise for complicated issues.
Vendor Description
We Enhance Customer Support through Conversational AI-powered Intelligent Virtual Assistants
Our self-learning technologies invariably analyse the interactions to update and provide the best resolutions.
Yellow Messenger's platform allows smooth transfer of complex queries from the virtual assistant to a live agent to get queries resolved accurately and efficiently.
How does the Zendesk integration work?
Intelligent virtual assistants are instrumental in providing quick responses and around the clock support for customers. Two key factors of exceptional customer experience. While in most cases IVAs are able to carry out customer service requests on their own, every now and then, highly complex queries can create the need for human intervention. This can occur in cases where the IVA is unable to detect the user intent or when the users themselves ask to be routed to a human agent or when certain pre-determined triggers are activated.
The live agent transfer allows the IVA to escalate the request and seamlessly transfers the conversation to a live agent via the Zendesk integration along with the chat history so that support agent has all the information readily available. As a result, customers do not have to repeat themselves and there is no gap in the conversation.
Installation
Zendesk Chat
Login to your Zendesk Chat account. Create a new API client in Settings > API & SDKs
Keep your clientID and client Secret safe with you.
Open a new tab and hit this URL for oauth as per the details given in previous steps https://www.zopim.com/oauth2/authorizations/new?responsetype=token&redirecturi={encoded-url}&clientid={YourClientID}&scope=read%20write%20chat&subdomain={Your_subdomain}
Give necessary permission and obtain the access token from URL
Login to https://cloud.yellowmessenger.com and navigate to integrations page. Search for Zendesk Chat and enter the Auth token generated.
That's it, you have now integrated with Zendesk Chat.
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