At Route 101, we’re proud to work with technology partners who are shaping the future of customer experience. PolyAI has announced a new standardised integration between its Agent Studio and the Zendesk platform, designed to make it easier for businesses to deploy lifelike voice AI agents within their customer support operations.
As Zendesk Premier Partner of the Year, Route 101 is delighted to be named as the launch implementation partner for this project, helping Zendesk customers accelerate adoption and embed continuous improvement.
Below, you can read the full announcement from PolyAI.
As part of our partnership with Zendesk, we’ve had a consistent goal in mind for product innovation: to help more companies design and deploy voice AI agents that deliver exceptional customer interactions at scale.
PolyAI has already expanded the breadth and depth of our integrations with Zendesk Voice and Zendesk Contact Centre. We have simplified the setup required to receive and transfer calls between our AI agents and call centre teams whenever a human touch is required, and we’ve also enriched the way that our AI agents share call summaries, customer context, and conversational data into Zendesk.
Today, we’re excited to announce a new standardised integration between PolyAI’s Agent Studio and the Zendesk platform to streamline the way that businesses of all sizes can deploy a lifelike voice AI agent to deliver personalised support and manage tickets over the phone.
The Zendesk Resolution Platform already offers powerful tools like Zendesk Knowledge and Action Builder, which allow businesses to create connected support experiences without the need for complex, custom development. With this new integration, Zendesk customers and partners will now also get access to a set of our AI agent capabilities in a configurable, low-code format. The integration also includes pre-defined LLM guardrails, analytics, and spoken language optimisations to ensure reliable and consistent brand experiences at scale.
Here’s what it looks like out of the box:
Agent Studio for Zendesk will also enable us to work more closely with the broader Zendesk ecosystem. We’re thrilled to be working with Zendesk Premier Partner and 2024 Partner of the Year, Route 101, as our launch partner for this new integration to ensure that Zendesk customers always have access to additional expertise and support to accelerate time-to-value and embed continuous improvement with our AI agents.
You can learn more about PolyAI’s partnership with Zendesk here.
About Route 101
Route 101 is an award-winning technology systems integrator, delivering market-leading cloud contact centre and customer engagement software and solutions. Its products and services help clients to transform their customer engagement, support, empower their workforce, and boost their business operations. A supplier to global organisations, and some of the UIK’s biggest brands, Route 101 specialises in the implementation and support of true cloud transformation solutions, having built strong relationships with leading technology vendors. The Route 101 team works tirelessly to deliver exceptional standards of support to its customers. The quality of the solutions offered, the strength of partner and customer relationships, and the emphasis on quality service means Route 101 continues to act as a disruptor within the contact centre and CX technology space. Find out more here.
About PolyAI
PolyAI is a leading innovator in customer-led conversational AI solutions, and the creator of the world's most lifelike voice AI. Their platform empowers businesses to create intelligent virtual assistants that understand natural language, enabling frustration-free interactions and exceptional customer experiences. Find out more here.
About Zendesk
Zendesk powers exceptional service for every person on the planet. As the leader in AI-powered service, Zendesk helps businesses deliver faster, smarter, and more personal customer and employee experiences. The Zendesk platform is purpose-built for service - combining AI agents, automation, and human insight to make every interaction seamless. The technology is designed to enhance service, making it more intuitive, responsive, and effective. Easy to use, easy to scale, and designed for immediate impact, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Find out more here.