Features
Over 100 adaptive agent personalities for voice, email, SMS
A/B testing at scale for agent behavior optimization
Real-time dashboard for performance and agent activity monitoring
Omnichannel coordination across voice, email, and SMS
SOC 2 Type II compliance certification
CFPB-compliant controls for consumer protection
TCPA-compliant consent management
PCI-compliant payment data security
Human-in-the-loop escalation and oversight controls
Audit trails and model governance lineage
Hallucination guardrails in AI conversations
Policy stress-testing for regulatory scenarios
Fail-safe mapping for deviation detection
High-precision inbound and outbound campaign execution
Self-service collections capabilities
Self-improving AI agents for autonomous resolution across channels
Proactive copilot with next best action recommendations
AI-powered quality assurance with 100% interaction monitoring
Resolution Learning Loop that compounds improvement over time
Knowledge graph unifying service content across sources
AI-powered voice and messaging across all channels
Workforce management with AI forecasting and scheduling
Integrated knowledge base built from conversations
1,800+ integrations via Zendesk Marketplace
Enterprise-grade security and AI governance
Autonomous AI agents for customer and employee service
Support Assistant for Microsoft 365 in Teams and Outlook
Two-year free startup program for qualifying companies
Acquired Forethought for enhanced autonomous service
Acquired beams for AI-powered employee service
