Import support tickets and metrics from Zendesk Support, Chat and Talk to get actionable insights on performance and automatically monitor, analyze, and score 100% of agent-customer conversations.
Why integrate Pathlight with Zendesk?
Pathlight pulls in support tickets and metrics from all Zendesk for Service products, including Support, Chat, and Talk, to provide businesses with a central view of contact center performance and deeply analyze and score 100% of your support tickets.
Powered by Large Language Models (LLMs) and Generative AI, Pathlight can capture, transcribe, tag, and categorize every customer conversation across every channel, swiftly identify trends, uncover quality, fraud and compliance issues, and discover trends and opportunities to make data-driven decisions and deliver personalized coaching in real-time.
Features
- Easy one-click integration
- Unified view of performance across Zendesk Support, Chat, Talk, and other support systems
- Dynamic goal-setting and evaluation based on historical performance
- 100% quality coverage from Day 1
- Instant insights on trends, compliance and fraud issues, sentiment, voice of customer, and more
- Automatic summarization of quality and performance with coaching recommendations
- Best-in-class audio and video recording transcription
- Auto-generated tags based on natural language
- Select and analyze tickets based on tags, ticket status, and other custom fields
- Custom scorecards and side-by-side ticket and scorecard view with annotations
- Built-in calibration and appeals process
- Multi-language support
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