Zenarate Unveils New Vision for Human and AI Customer Service

Zenarate now positions itself as the frontline performance platform for humans and AI. It helps enterprises take what every interaction teaches, share it across their people and AI agents, and make sure it improves the next customer experience.

When Every System Says The Job Is Done

"We see this pattern all the time," said Rob Wright, Chief Product Officer at Zenarate. "A customer talks to an AI agent or a person, and the conversation ends without escalation. But the problem isn't fixed, so they call back a couple of days later. From the company's side, that first call often gets marked a success because the rubric used to evaluate it shows the frontline team member followed the process. But the customer had to do the work twice. The company had what it needed to catch that but never surfaced it or acted on it. We can now follow that customer's journey across every contact and change the definition of success: 'did the problem get solved?' AI agent tuning, associate training and coaching, and process fixes are now all automatically tied to that standard."

Proven On The Frontline

Zenarate's platform brings this together in three products. Perform develops people skills through simulation practice and coaching, Analyze helps companies understand and improve every interaction, and Evolve automates conversations & workflows through AI agents.