SAN FRANCISCO–(BUSINESS WIRE)– Zendesk, Inc. (NYSE: ZEN) today reported financial results for the fiscal quarter ended June 30, 2018, and released a Shareholder Letter on its investor relations website at https://investor.zendesk.com. All results and guidance are based on the revenue recognition standard ASC 606.

We’re closing out July with some great new apps.

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case. At this time, chatbots are most useful for solving the repetitive interactions that humans don’t need to spend time on—which allows humans to focus on the high priority case drivers where they’re needed most. There’s a time and place to offer support with a chatbot versus a human.

Working with customers from far away poses a few questions for support agents: will the channel they’re working leave the customer better than they were before? If it’s an email correspondence, will the text make sense? If they’re giving instructions over the phone, will the customer be able to follow along?

I recently had a rough customer service interaction. There was an issue in compensation on a returned order, and when I interacted with the support team across email and live chat (a few back-and-forths) it was clear that they were missing information from prior interactions. I ended up having exchanges with multiple agents, and it seemed like a new ticket was being opened each time we talked—could it be? As a consumer, it was incredibly frustrating.