Let a Zendesk AI agent answer product questions on its own

Gravity CX, a Zendesk partner in Australia and New Zealand, set up a Zendesk AI Agent for its client The Bart Group. The agent answers product questions and points customers to help content with no person involved. Hugo Richard, Head of Growth at Gravity CX, says it now handles over 2,000 conversations each month. The Bart Group shifted three full-time support people into sales jobs, and no one was let go. The rollout went in phases, so each change could be watched before the next one. The post gives no accuracy or satisfaction numbers. Its main warning is that rollouts drift without a named owner, so budget for a person who tunes the AI and fills gaps in the help articles.