"Before Klark, I spent my time searching for the right template, adapting it, and then sending it to an external translator. Now, everything is done automatically in Zendesk: Klark understands the request, suggests the appropriate response, and translates it instantly. Saving a few seconds per ticket makes a real difference at the end of the day."
Clémentine, who has been working as a customer relations manager at Octopia for almost two years, responds to tickets on European marketplaces on a daily basis. Between tight deadlines (24 hours maximum) and quality requirements, she shares her feedback on her experience using Klark, the AI co-pilot that assists her on a daily basis.
Clémentine has been working at Octopia for almost two years as a customer service agent. She responds to tickets on European marketplaces and acts as the direct link with customers on a daily basis.
Their main challenge: responding within 24 hours on certain marketplaces, otherwise the store may be deactivated, which blocks sales. A good agent must be fast and accurate while offering the best quality of service.
An AI co-pilot integrated into Zendesk
Klark is an artificial intelligence that helps Clementine write her responses. It understands the context of the ticket and suggests an appropriate response. It automatically translates exchanges without having to switch windows. A true AI co-pilot integrated directly into Zendesk.
No more searching for templates
Before Klark, Clémentine used templates that had to be searched for manually and adapted to each situation. With Klark, everything is integrated: it understands the request and directly suggests the appropriate response for the context.
Fast, automatic translation
Previously, Clémentine used external translation software, which significantly increased processing time. Now, everything is done automatically in Zendesk, without switching windows. This saves a tremendous amount of time, especially during busy periods.
Natural and human responses
The responses generated by Klark are very natural. The AI co-pilot relies on existing Octopia templates, so the tone remains human. It learns from the team's messages and adapts to their writing style. Clémentine always retains control before sending and can write the responses herself for more complex cases.
Before Klark:
Now with Klark:
Measurable impact: during busy periods, automating customer service via Klark allows us to meet the strict deadlines of marketplaces without sacrificing quality.
For Clémentine, Klark saves time and improves efficiency on a daily basis. It reduces repetitive tasks and allows agents to focus on the most complex cases.
"A few seconds saved per ticket makes a real difference at the end of the day."
The tool was quick to set up and the interface is very intuitive. Clémentine would definitely recommend Klark to other customer service teams.
For her, Klark is a true AI assistant for customer service that does not replace humans but helps them to be more efficient while retaining control over every response sent.
About Klark
Klark is a generative AI platform that helps customer service agents respond faster, more accurately, without changing their tools or habits. Deployable in minutes, Klark is already used by over 50 brands and 2,000 agents.
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