TecHR – TecHR Series covers news,views and interviews from the HR technology realm. Zendesk, a leading customer service platform, has announced its acquisition of Unleash, an AI-powered enterprise search platform designed to connect knowledge across systems for smarter employee service. This strategic move enables Zendesk to provide fast, accurate answers to employees directly in their everyday collaboration channels.

Unlocking the Power of AI-powered Search and Retrieval

Unleash’s technology is built on a robust AI framework that strictly follows a company’s data permissions and security policies, ensuring that every response delivered is accurate and compliant. By unifying knowledge across company systems and connecting it to case management, automation, and analytics, Zendesk helps organizations resolve employee issues faster, automate routine questions, and reduce the cost and complexity of internal support.

Key Benefits of Unleash’s Technology

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• Integrating Unleash into Zendesk’s employee service workflows delivers faster time to resolution for high-impact internal support situations while maintaining enterprise-grade security and privacy.
• It also enhances Zendesk’s broader customer service offerings by extending the same trusted AI, governance, and workflow capabilities to both internal and external support needs.

Enhancing Employee Experience with AI-powered Support

“As organizations rapidly adopt AI, rethinking how they deliver internal employee support is becoming mission-critical,” said Shashi Upadhyay, President of Product, Engineering and AI at Zendesk. “Zendesk’s acquisition of Unleash puts AI directly in the flow of work, delivering secure, permission-based answers from across company systems so employees get instant self-service with seamless handoffs to human experts when needed.”

Streamlining Knowledge Access and Use

“This acquisition aligns directly with our mission to make information accessible and actionable right where work happens,” said Itay Itzhaki, Co-founder and CEO at Unleash. “Our AI-powered search and retrieval technology will help companies deliver faster, smarter employee support by making knowledge easier to access and use – all while keeping security and privacy at the forefront.”

Conclusion

The acquisition of Unleash by Zendesk is a significant step towards revolutionizing employee support with AI-powered search and retrieval technology. By providing fast, accurate answers to employees in their everyday collaboration channels, organizations can resolve employee issues faster, automate routine questions, and reduce the cost and complexity of internal support. As AI continues to transform the way we work, this acquisition will play a crucial role in shaping the future of employee service.

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