Commentary: Voice Channels and AI Transcription

Voice felt like a channel on the decline for a long time, with its high costs and frustrations around reporting and triage. AI is going to be the key to make voice useful again, with smarter transcription enabling more automation. Just so long as customers can stand even more talking to machines!

I've seen discussion around the Zendesk admin certification. My view is that if you compare the Zendesk offering with other platforms, like Salesforce Trailhead, it's so far short of something which would be useful to people buying or selling Zendesk services. The cert as it stands is barely more than a tax on Zendesk specialists.

I'd like to see the Zendesk community come together to establish some specific Zendesk roles, some definition of what it means to be a "Zendesk architect" or a "Zendesk engineer" and some third party way of assessing this. If developing this idea appeals to you, get in contact!