Fluents.ai and Zendesk - Voice AI working with tickets

Dec 30, 2024

1. Introduction

In the modern landscape of customer engagement, businesses face increasing demands to respond promptly to leads and provide personalized interactions. Fluents.ai, an AI-powered voice agent platform, addresses these needs by automating and enhancing customer interactions. By leveraging advanced voice technology, Fluents.ai ensures swift responses to inquiries, enabling businesses to engage leads effectively and at scale.

Zendesk is a customer service and engagement platform designed to help businesses manage and streamline their customer support operations. By offering a suite of tools for ticketing, live chat, email support, and more, Zendesk enables companies to provide efficient, personalized, and scalable support to their customers. With its powerful reporting and analytics features, businesses can track performance, resolve issues faster, and improve customer satisfaction, all while maintaining seamless communication across channels.

This document highlights the integration of Fluents.ai with Zendesk, showcasing how businesses can streamline customer interactions and improve operational efficiency. By combining Fluents.ai’s advanced AI-driven voice capabilities with Zendesk’s robust customer support tools, businesses can create a seamless process for managing inquiries, gathering essential information, and directing requests to the appropriate channels or agents.

Use Case: Streamlining Customer Calls with Fluents.ai and Zendesk

Imagine a rental business leveraging Fluents.ai and Zendesk to handle customer calls effectively. Here's how the process works:

Step 1: Initial Customer Interaction with the AI Introduction Agent

The first interaction begins with Kyle, an AI-powered introduction agent. Kyle’s role is to assess and redirect customer calls based on their needs. During the interaction, Kyle gathers essential information such as the customer's first name, last name, email address, and phone number. Based on the customer’s requirements, Kyle performs one of the following actions:

  1. Transfer to Trust and Safety: If the customer wishes to speak with the Trust and Safety team, Kyle seamlessly transfers the call to a human agent specializing in trust and safety.

  2. Transfer to the Support AI Agent: For support-related queries, Kyle redirects the call to Lily, a dedicated AI support agent.


Step 2: Specialized Support from AI Agents

Lily: The Support AI Agent

  • Create Contacts and Tickets: Lily can create a new contact in Zendesk or generate a support ticket after gathering necessary details from the customer.

  • Update Existing Tickets: If the customer has an existing issue, Lily updates the relevant ticket in Zendesk.

  • Provide Reservation Details: Working for a rental business, Lily can retrieve and share important reservation information, such as door codes, Wi-Fi passwords, and property addresses.


Why Fluents.ai and Zendesk Work Well Together

The integration of Fluents.ai with Zendesk empowers businesses to deliver personalized and efficient customer experiences.

  1. Seamless Collaboration Between AI and Human Agents By leveraging Zendesk’s powerful ticketing and CRM tools, Fluents.ai ensures that calls are handled intelligently and redirected to the appropriate channels without delays. Human agents can focus on complex issues, while AI agents handle routine tasks and data collection.

  2. Enhanced Customer Data Management With AI agents like Lily and Roger updating Zendesk in real-time, businesses maintain a comprehensive and accurate record of customer interactions. This integration allows for better tracking of issues, faster resolutions, and improved customer satisfaction.

  3. Scalability and Flexibility Fluents.ai’s ability to handle diverse workflows ensures that businesses can scale their customer support operations effortlessly. Whether creating tickets, processing payments, or retrieving reservations, the combination of Fluents.ai and Zendesk adapts to the specific needs of the business.

How the Integration Works

  1. Call Initiation and Information Gathering: Fluents.ai’s introduction agent, Kyle, gathers customer details and determines the appropriate action to take.

  2. Seamless Data Synchronization: AI agents like Lily and Roger update Zendesk in real-time, creating or modifying tickets and records as needed.

  3. Advanced Workflow Automation: Businesses can configure workflows in Zendesk to assign tickets, notify relevant teams, or trigger additional actions based on the data provided by Fluents.ai.


2. Setting Up Fluents.ai

To begin using Fluents.ai, the first step is to create an account on the platform, or log in if you already have one. You can access the signup or login page using this link.

Additionally, detailed documentation is available to help you set up your environment here.

For this integration, you’ll need to set up two agents: Kyle and Lily (feel free to rename them as needed).

Each agent consists of several components, including a voice, a prompt, and a set of actions.

You can choose any voice available to you for your agents.

2.1 Kyle: The Introduction Agent

Kyle’s role is to evaluate the situation, collect essential information, and transfer the call to the appropriate next step when necessary.

For this integration Kyle prompt look like this:

"You are the first agent for a rental business support team. You are friendly. Your job is to assess the situation and dispatch the call to the right agent or human. Gather information such as the customer's first name, last name, and email address.

  • For trust and safety issues, say: 'Let me transfer you to trust and safety. Bye.'

  • For support requests, say: 'Let me transfer you to support. Bye.' "*


Kyle will require three actions—one for each type of call transfer. To set these up:

  1. Navigate to Actions.

  2. Select Create Action.

  3. Choose Transfer Call.

  4. Use the Phrase-Based trigger and enter the corresponding phrase for each action.

The actions should follow this format (create one for each transfer):

  • Trust and Safety Transfer

Trigger Phrase: "transfer you to trust and safety"

  • Support Transfer

Trigger Phrase: "transfer you to support"

Kyle’s configuration should look like this once complete:

  1. Voice: Select a voice available to you.

  2. Prompt:

*"You are the first agent for a rental business support team. You are friendly. Your job is to assess the situation and dispatch the call to the right agent or human. Gather information such as the customer's first name, last name, and email address.
For trust and safety issues, say: 'Let me transfer you to trust and safety. Bye.'
For support requests, say: 'Let me transfer you to support. Bye.' "*
  1. Actions: Add the three transfer actions as detailed above.

2.2 Lily: The Support Agent

Lily is responsible for managing tasks related to the support team. She is equipped with external actions that enable seamless communication through cloud functions using Zendesk API endpoints integrated into your system.

For this integration, Lily will be set up to:

  1. Create or Retrieve a Contact in Zendesk: Add new customer details or fetch existing ones from Zendesk.

  2. Create a Ticket: Generate a new ticket in Zendesk if a customer has a complaint or issue.

  3. Read or Update Existing Tickets: Access the details of an open ticket or update it as needed.

  4. Retrieve Reservation Details: Fetch reservation-related information such as door codes, Wi-Fi passwords, or addresses for customers.

Lily’s configuration ensures a streamlined and efficient support process by leveraging the Zendesk API for robust task automation.

All external actions follow a consistent format:

  1. Input Schema: A JSON structure that defines the required fields for the action. The input schema ensures that all necessary data is gathered and formatted correctly before being sent to the endpoint.

  2. Endpoint: The API endpoint where the data is sent. This endpoint is used to push the information to Zendesk or another system, ensuring that the action triggers the desired process.

  3. Cloud Function: A cloud function that interacts with Zendesk or another service. This function processes the data and communicates with the appropriate endpoints to create, retrieve, or update the necessary information.

2.2.1 External Action: Create or Retrieve a Contact in Zendesk

This external action allows Lily to communicate with the Zendesk API to either create a new contact or retrieve an existing one. Here's how the action is configured:

JSON Details of the External Action:

 {
  "type": "object",
  "required": ["name", "email"]

More details about external actions here

You can find the cloud functions used for creating or retrieving a contact here.

2.2.2 Create ticket

JSON Details of the External Action

{
  "type": "object",
  "required": ["ticket"]

You can find the cloud functions used for creating a ticket here.

2.2.3 Pull Zendesk Ticket

JSON Details of the External Action

{
  "type": "object",
  "required": ["ticket"]

This is the same as the creation ticket but the cloud function is different.

You can find the cloud functions used to pull a ticket here.

2.2.4 Pull reservation

JSON Details of the External Action

{
  "type": "object",
  "required": ["id"]

Pull reservation does not interact with Zendesk. The external action connect to a database

You can find the cloud functions used to pull a reservation here.

2.3 Lily’s Prompt

Lily is your support team agent. Her goal is to assist the customer by understanding their issue and providing the necessary help.


3. Setup Zendesk

If you haven’t already, sign up for Zendesk here.

When finish you would a link that looks like this

https://your_organization.zendesk.com

To integrate with Zendesk, you will need the following:

  • Zendesk URL

  • Zendesk API Key: Follow the instructions provided here to obtain your API key.

  • Zendesk Email Login

4. Result in Zendesk

Through the Fluents.ai call, we are able to create a Zendesk contact and generate a ticket.

Contact:

Ticket:


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