Zendesk tool taps machine learning to nip customer-service problems in the bud

Machine learning has been making its way into a growing range of enterprise software in recent months, and on Wednesday Zendesk provided a fresh example: Satisfaction Prediction, a new tool designed to help companies catch potential customer-service problems before they happen.Essentially, Satisfaction Prediction learns from historical customer-interaction data and uses that knowledge to predict which current customer-service interactions are likely to run into trouble.The tool's knowledge base