Customer Service
TechSmith real-time product-support agent
TechSmith uses Zendesk AI agents and Messaging to collect context, answer routine product questions, and route experts.
Author: Zendesk
What was done
TechSmith migrated from Zendesk Chat to Zendesk Messaging with access to Zendesk AI agents so customers could get product help in real time. The workflow keeps a visible path to human support while the AI agent answers verified questions, records conversation trends, and exposes help-center gaps for new articles. Omnichannel routing also removed manual ticket assignment. Within two months, first reply time fell 94%, full resolution time fell 54%, and CSAT reached 89%.
Stack
Zendesk AI Agents
Zendesk Messaging
Omnichannel Routing
Knowledge Base