Story
Zendesk
UBSUBS Runs Customer Support with Zendesk
UBS, a financials organization in Switzerland, uses Zendesk AI from Zendesk to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Support tickets can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through Zendesk AI |
Story
UBS grew support tickets faster than the local tools around it. From Switzerland, financials teams still had to serve customers and internal partners who expected a straight answer. Support agents were the ones stitching the picture together by hand.
Rolling out Zendesk AI put customer support on Zendesk. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. UBS keeps the product in the path where work already happens, so support agents do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer support. Support tickets is easier to inspect, and adjacent groups can join support agents without a guided tour of someone's desktop.
