Udesk Agent Assistant
Help service agents deliver fast, precise customer responses
10 followers
Help service agents deliver fast, precise customer responses
10 followers
Udesk Agent Assist is an AI-powered tool that supports customer service agents in real time. It analyzes customer intent and automatically recommends responses, knowledge articles, and workflow guidance during live interactions. Key features include speech transcription, smart knowledge suggestions, script prompts, and compliance reminders — helping agents resolve issues faster, reduce handling time, and deliver consistent, high-quality customer experiences.
Curious how this stacks up against something like Zendesk for a mid-size team, especially on pricing tiers and what integrations come out of the box.
@sisli70246 That's a very fair comparison — Zendesk comes up in almost every evaluation conversation we have.
For mid-sized teams, one of the biggest differences is honestly pricing. We've spoken with quite a few companies that liked Zendesk but found costs climbing pretty quickly once they started adding more agents, AI features, or additional channels.
The other thing customers usually look at is how much functionality comes out of the box versus how much needs extra add-ons or integrations. Channels like WhatsApp, Instagram, email, live chat and telephony are already covered on our side, which makes deployment a bit simpler for teams that don't want to stitch together multiple tools.
Out of curiosity, what size team are you evaluating for?
One thing I'd love to see is a built-in sentiment trend dashboard for WhatsApp and Instagram conversations. Being able to see how customer mood shifts week over week, tied to specific campaigns or product launches, would make it way easier to prove ROI on social engagement efforts to leadership.
@mesut31176 This is a really interesting idea.
Most support dashboards today are full of operational metrics — response time, resolution time, CSAT scores — but they don't always tell you how customers actually felt during a launch or campaign.
Being able to look back and see that sentiment dropped after a pricing change, or improved after a product release, would make social channels feel much less like a "brand activity" and much more like something leadership can tie directly to business outcomes.
We've heard similar requests from teams running large volumes of conversations on WhatsApp, so you're definitely not the only one thinking about this.
The omnichannel setup was smoother than I expected, and having AI assistance built directly into the ticket view saved me a lot of back-and-forth on my test queries.
@halitbozan92903 Glad to hear that. One thing we heard a lot from support teams was how much time agents lose switching between tools and tabs. Putting AI directly inside the ticket view was meant to reduce exactly that kind of friction.
Pretty impressed with how smoothly it tied together our support inbox and chatbot flows, though setting up the routing rules took more tweaking than I expected.
@taha1853656 That's very fair feedback. Connecting inboxes and chatbot workflows is usually the easy part — routing rules tend to get complicated surprisingly fast once you add languages, channels, or different customer groups. Definitely an area we're continuing to improve.