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The customer service platform Zendesk has unveiled its integration of OpenAI's GPT-5 technology to elevate its service offerings. Its AI-driven customer service representatives are now adept at managing intricate, multi-round dialogues and multi-step procedures. Leveraging GPT-5 technology, these AI agents can autonomously address and resolve more than 50% of customer inquiries. In certain situations, their success rates soar to between 80% and 90%, with standard operation success rates surpassing 95%, and a notable 30% decrease in failure rates for complex tasks. Zendesk has embraced an outcome-based billing approach, leading to a 20% reduction in the necessity for manual transfers. This technological advancement signifies a major leap forward in AI's capabilities in semantic understanding and automation scope.
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