Reactive Ticket Updates

We are excited to announce a powerful new feature to help improve overall agent efficiency when using agnoStack within a Zendesk ticket. agnoStack now automatically listen for changes to the ticket requester to automatically update the application.

When a ticket's requester is updated, we will reactively refresh the order and customer data in real-time - ensuring agents always have the most up-to-date context without needing to manually reload.

Amperity Data Provider

This release includes a new addition to our Add-On Provider ecosystem - introducing support for Amperity. One of the industry's leading Customer Data Platform (CDP), it unifies touchpoints to build comprehensive, actionable customer profiles that agents can use to get a more holistic view of customer activity.

With the new Amperity integration, agents can now access richer customer insights within Zendesk through agnoStack's industry leading Customer Insights functionality. The Amperity Provider is available to retailers subscribed to our Premium Tier and above.

Customer Insights Enhancements

We have also improved the Customer Insights panel to now support viewing Insights, Events, and Advanced Data for customers without any orders in your Commerce system (and enhanced support for guest and unknown customers). This update will surface all customer data across any configured Add-On Providers to further empower your agents with broader visibility into customer data regardless of whether a brand new customer or long time loyalist!

Ticket Requester Sync

Building on the recent addition of the Customer Highlight indicator, as well as this releases new Reactive Ticket Updates, we have added even more functionality to keep agnoStack and the Zendesk ticket requester in sync.

Based on customer input and feedback, this release adds the ability to sync active customer email back to the ticket and update the requester email when a mismatch is detected.

Actionable Options Context

Continuing to expand the power of our recent update to extend the context available within our Actionable Options capabilities for integrating with Zendesk AI Co-Pilot / Intelligent Triage. This release now includes both the ticket comments and custom ticket fields within the secure data sent when generating custom Actionable Options via the agnoStack Extended Data framework.

Shopify Cart Enhancements

This release further updates the Order Creation/CartCollab^SM experience for retailers using Shopify - adding support for displaying Line-Item Discounts that were created via a custom Discount App. Agents now have greater visibility into applied discounts during the cart and checkout process.

As mentioned in the previous release, agnoStack is nearing General Availability (GA) for our upcoming Zendesk AI Agents Advanced/Action Builder API/Connectors!

We have been working for several months on deep integration between agnoStack and Zendesk AI Agents Advanced (as well as Zendesk Action Builder) to unlock incredibly powerful automation and intelligent workflows, enabling the most robust AI powered self-service and automated resolution platform across the full retail backoffice in the industry!