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Customer Experience

Zendesk is a leading customer service software company that offers a comprehensive suite of products designed to help businesses of all sizes deliver exceptional customer experiences. With Zendesk, you can streamline your customer support operations, improve efficiency, and create more personalized interactions with your customers. By leveraging Zendesk's powerful tools and features, you can increase customer satisfaction, boost team productivity, reduce response times, gain a holistic view of your customers, and scale your support operations.


Choose PuntoShop & Zendesk as your partner in delivering world-class customer experiences, trusted by over 160,000 businesses globally. Start your free trial today and see how Zendesk can transform your customer support operations.

Mobile Customer

Intelligent Contact Centers

An intelligent contact center is a modern, technology-driven approach to managing customer interactions and support across various communication channels. It leverages artificial intelligence (AI), machine learning (ML), and automation to enhance the efficiency and effectiveness of customer service operations.

Online meeting

Employee Experience

Zendesk, a customer service software company, offers a range of tools and features designed to enhance the employee experience for customer support agents. The platform provides an intuitive interface, automation and AI capabilities, collaboration tools, performance tracking and analytics, learning resources, and customization options. These features aim to streamline workflows, increase efficiency, and foster a supportive work environment.


By empowering agents with the right tools and resources, Zendesk enables them to deliver high-quality customer support while maintaining job satisfaction. The focus on employee experience ultimately leads to better customer experiences, as agents are well-equipped and motivated to handle customer inquiries effectively.


Workforce Management

Intelligent Workforce management (WFM) is a set of processes and technologies used by businesses to optimize employee productivity, ensure compliance, and streamline operations. The article explores the importance of WFM, its benefits, core components, and challenges.

Customer Virtual Assistants

A customer virtual assistant, or chatbot (voice & text), is an AI-powered computer program that simulates human conversation to provide customer support. It offers 24/7 availability, instant responses, cost-effectiveness, scalability, consistency, multilingual support, and personalization.


These assistants handle tasks like answering FAQs, providing product information, and guiding customers through various processes.

Image by Alex Knight

Conversational Artificial Intelligence

Conversational AI is a technology that combines natural language processing, machine learning, and other AI techniques to enable computers to engage in human-like dialogue. It involves understanding human language, generating appropriate responses, managing context, and learning from interactions. Conversational AI is used in various applications such as chatbots, virtual assistants, smart home devices, automotive interfaces, and healthcare. As the technology advances, it is expected to play a growing role in improving efficiency and user experiences across different industries.

Image by Mohamed Nohassi

Employee Virtual Assistants

An employee virtual assistant is an AI-powered software application designed to help employees with various work-related tasks and improve their productivity. These assistants use artificial intelligence, machine learning, and natural language processing to understand and respond to employee queries and requests. They can automate repetitive tasks, retrieve relevant information, optimize workflows, facilitate collaboration, provide personalized assistance, and integrate with existing workplace tools.


Employee virtual assistants are designed to enhance employee efficiency, reduce the workload of human resources departments, and improve overall organizational productivity, and they can be accessed through various devices for easy use.

Document Processing

Intelligent Document Processing (IDP) is a set of technologies and methods that enable computers to automatically extract, analyze, and interpret data from various types of documents, such as forms, invoices, contracts, and reports. The goal of IDP is to streamline and automate document-related processes, reducing manual data entry and increasing efficiency

Knowled base Search Experience

A knowledge base powered by AI, aggregates a river of information from different sources, is designed to provide both customers and employees with a highly efficient, intuitive, and personalized way to find the information they need.


For customers, this can include product information, troubleshooting guides, FAQs, or even personalized recommendations. The AI system continuously learns from customer interactions to refine search results and improve the overall experience.


For employees, the AI-driven search experience enables them to tap into the vast knowledge base efficiently, regardless of where the information originates. This can include internal documents, policies, procedures, best practices, and external industry knowledge. The AI system can understand the context and intent behind employee queries, providing accurate and relevant results that help them make informed decisions, solve problems, and collaborate with colleagues more effectively.

Image by Lysander Yuen

Search Experience

Intelligent search service powered by machine learning that enables organizations to create a powerful, natural language search experience across multiple data sources. It uses advanced natural language processing (NLP) to understand the intent and context behind search queries, allowing users to ask questions in natural language and receive accurate answers. We can index and search across multiple data sources, automatically extract key information from documents, and continuously learn from user interactions to improve search relevance.  We empower organizations to unlock the value of their data by making it easily searchable and accessible, ultimately improving productivity, decision-making, and customer support.

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