Case Study: Zendesk automates 93% of security document requests with Conveyor

Zendesk automates 93% of security document requests with Conveyor

Zendesk, a leader in AI-powered customer service software, faced a significant challenge as its lean six-person Security Assurance and Insights team was overwhelmed by thousands of manual security questionnaire and document requests from enterprise prospects. This manual process forced the team to decline requests below a certain contract value, leaving potential revenue on the table. To modernize this workflow and support company growth, Zendesk chose to implement Conveyor's AI-powered security automation platform.

The solution from Conveyor involved training its AI on Zendesk's own documentation to automatically generate answers for security questionnaires and automate document approvals. This allowed the team to shift from manual data entry to high-value verification. The results were transformative: Conveyor automated 93% of document approvals, with 80% of AI-generated answers requiring zero edits. This efficiency gain allowed Zendesk to eliminate its questionnaire threshold entirely, enabling the team to say yes to every request and reclaim time for more strategic work.

Zendesk