top of page

Zendesk and ChatGPT - The Ideal Duo for Exceptional Customer Service

Updated: Sep 2, 2023

ChatGPT, an AI-powered chatbot created by OpenAI, has gained significant traction in various industries, particularly in the customer service sector.

The reason behind this is its remarkable ability to aid customer service teams in providing a more personalized, precise, and improved customer experience.

In this article, we will explore how Word WandAI is using ChatGPT with Zendesk, to create the right balance of AI and human support, so businesses can provide exceptional customer service, increase team efficiency, reduce training time and cost, and increase overall customer satisfaction.

All you need is a browser and a CS platform like Zendesk. No coding is required! Just just install the app from the Zendesk marketplace and start the free trial.

We'll cover the following:

How each of the AI functions works within Word WandAI?


Agents are often under pressure to respond to customers quickly, and with the help of this tool, they can generate personalized and effective responses in a matter of seconds.

The "reword" AI function helps support agents to create more personalized and effective responses to customer queries by reviewing the text they have written and allowing them to select certain conditional items such as “customer sentiment" and “reply tone”. Then AI recreates a better and more personalized message.

Reword function in action!


The "instruct" AI function is an excellent tool for customer service teams, particularly for those who frequently receive complex queries. The AI analyzes the customer's text and identifies specific keywords or phrases, it then incorporates the instructions from the agent (eg. when available for a phone call and the best number?) and creates a highly personalized response that combines all the relevant information.

Instruct function in action!

More Info / Questions

The "questions" AI function agents to identify the root cause of the customer's issue. Sometimes, customers may not provide all the necessary information initially, leading to a misdiagnosis of the problem. The AI analyzes the customer response and provides highly targeted questions to get to the root of the issue, which can lead to a faster resolution of the problem.


This feature analyzes the text from the customer and incorporates the response as a "yes." This can help to save time for both the agent and the customer, leading to faster query resolution and increased customer satisfaction.

One significant advantage of the "Yes" function is that it can help to reduce misunderstandings between the customer and the agent. Sometimes, queries can be misunderstood or misinterpreted, leading to a delay in resolution.

Additionally, the "Yes" function can help to improve the overall efficiency of customer service teams. By automatically incorporating a "yes" response, support agents can quickly move on to the next step of the query resolution process.


Same as above, but with the answer being a No.

Yes, No, Questions function in action!

What are the benefits of using ChatGPT with Zendesk?

Efficiency and productivity boost

One of the primary benefits of using Word WandAI is improved agent efficiency and productivity. With the help of this tool, support agents can reduce the amount of time spent crafting responses, allowing them to handle more customer queries in less time. This can help businesses improve their response times, reducing customer frustration and ultimately boosting customer satisfaction.

Removal of grammar and spelling errors

Agents can often make errors when typing responses to customer queries, which can lead to misunderstandings and further frustration. With the help of Word WandAI, agents can ensure that their responses are free of errors and grammatically correct, enhancing their professionalism and accuracy.

Reduce training time and cost

New support agents can benefit greatly from this tool as it can help them craft effective and personalized responses without extensive training. This can help businesses save time and money on training, enabling them to focus on other areas of the business

Increase CSAT

By providing fast, highly personalized, and effective responses to customer queries, businesses can increase their CSAT scores, demonstrating their commitment to customer service and satisfaction.

In conclusion, ChatGPT has had a significant impact on customer support within Zendesk. It has enabled agents to handle a larger volume of queries more efficiently, improve the quality of support provided, and create more engaging customer experiences.

However, it is important to remember that ChatGPT should be used as a complementary tool to support agents, not a replacement for human empathy and understanding. With the right balance between AI and human support, businesses can provide exceptional customer support and improve customer satisfaction.

To find out more, please visit

21 views0 comments


bottom of page