Ami - the Zendesk alternative.

Ease of implementation

Zendesk
To set up Zendesk, users need a basic understanding of the platform's capabilities and some technical expertise. Zendesk needs to connect the AI to the client’s help centre and set the brand’s tone/personality. Because of this, the solution is able to be set up almost immediately.

Ami
Ami is fully managed by a team of technical experts based on what the non-technical stakeholders require. Ami's approach makes it quick and easy to deploy an AI without compromising performance and safety.

Safety

Zendesk
Zendesk AI agents use generative AI and Zendesk proprietary intent models. Because of this, Zendesk is at risk for hallucination. Zendesk ensures that the training data used is anonymised and restricts the use of live chat data. Zendesk also allows their clients to create custom retention policies and set what data they keep or delete, as well as uses AI-powered redaction suggestions to detect and remove personal data. Zendesk, however, does not mention whether conversations get anonymised asynchronously as passed to a 3rd party LLM.

Ami
Ami offers prescriptive, generative, and mixed models built and configured locally. Live chat data is not used for training. When using prescriptive and mixed models, Ami completely eliminates hallucinations, making it a risk-free product to use for sensitive clients. When generative technologies are used, Ami's AI framework and its internal QA team aims to eliminate any hallucinations. Ami operates with flexible data retention, meaning that the client is able to choose when the data gets anonymised and for how long it is kept. Generally, all data is kept within the in-house Ami application only and when data gets pushed through a 3rd party API, Ami removes personal information as the conversation is happening. This way no personal data reaches a 3rd party system.


Customisation

Zendesk
The solution is highly customisable. The client can select the type of reply that is generated: a reply based on help centre content, recommend articles or manually created answers. The client can also use the drag and drop conversation flows to customise journeys and use back-end systems they’d like to integrate. 

Ami
Ami provides multiple features to give users full control over the conversational experience. The Ami team allows customisation of various components, including the user interface and chatbot behaviour, to the point where the client can choose to control Ami's output word-by-word. Ami’s flexibility extends to integrating CSS for a cohesive brand experience.
 
Extensibility

Zendesk
The solution is hosted in the client’s help centre. The client themselves can choose the back-end systems they’d like to integrate. However, this is only possible for pre-integrated systems and Zendesk might not offer a wide range of systems to choose from.

Ami
Ami can be integrated to the most common systems in the industry with little to no work. If the required integration is not available out of the box, Ami's integration team will build a custom integration for its clients.

Custom reporting

Zendesk
Zendesk does provide conversation and work-flow insights, such as where customers get stuck, escalated queries, and resolved/not resolved queries. However, the available insight appears to be limited and Zendesk does not offer custom-made reports.

Ami
Ami offers a comprehensive analytics dashboard with over 70 data points and graphs. This extends to conversational analytics but also agent statistics. When requested, Ami's data team can add bespoke insights to any report.