Kaizo

Kaizo is an AI-powered platform that, according to the vendor, aims to revolutionize customer support teams by providing a range of solutions including Quality Assurance (QA), performance coaching, and agent engagement. The product is marketed as suitable for businesses of all sizes, from small startups to large enterprises. It caters to various professions and industries, such as customer support teams, contact center managers, customer experience managers, support operations managers, and e-commerce companies.

Key Features

AI-powered Quality Assurance: According to the vendor, Kaizo's AI technology enables real-time quality assurance by automatically evaluating 100% of customer support tickets. It offers the ability to sort tickets based on sentiment and empathy levels, analyze root causes of issues, and generate conversation summaries for quick insights. Additionally, the platform allows tickets to be filtered using AI-based criteria.

Real-time Performance Insights: Kaizo provides contact center managers with real-time performance insights, allowing for quick issue detection through performance drill-ins. It also enables the identification of underperforming agents for targeted coaching. The platform facilitates easy comparison of team and individual outcomes, and, according to the vendor, accurate reports can be generated with just a few clicks.

Performance Coaching: The vendor claims that Kaizo helps identify the root causes of negative results and enables the creation of data-driven improvement roadmaps. Through a continuous feedback loop powered by AI, agents can be guided on where, why, and how to improve. The platform is designed to provide full control of the coaching cycle.

Agent Motivation: Kaizo offers gamification features to engage and motivate customer support agents. According to the vendor, AI-generated goals and in-app rewards celebrate successes and foster an engaged workforce that can be effectively managed.

Samurai (AI-powered support warrior): According to the vendor, Kaizo's Samurai feature ensures high-quality customer support by automatically evaluating 100% of tickets in real time. It can sort tickets based on sentiment and empathy levels, allowing easy identification of low customer and agent sentiments. Critical tickets can also be automatically flagged for review.

All-in-one management for large support teams: Kaizo integrates with Zendesk, enabling support teams to rate tickets directly within the Zendesk platform. It allows for tracking performance progress within Zendesk and keeps users updated about ticket events through in-app notifications.