Riskified Brings Identity Risk Intelligence to Zendesk

Riskified, a provider of e-commerce fraud detection and risk intelligence, has partnered with Zendesk to bring its Identity Risk Intelligence directly into Zendesk's customer service workflow, enabling human and artificial intelligence support agents real-time signals to resolve legitimate claims faster while curbing returns and refund abuse.

This integration creates an Identity Risk Category built directly into the Zendesk agent experience. When a customer submits a service request, Zendesk calls the relevant specialist AI Agent.

Drawing on billions of orders and associated claims and chargebacks across Riskified's global merchant network, the integration reveals patterns a single merchant's order history might miss. A shopper unfamiliar to one retailer might have an established history elsewhere, helping agents recognize trusted customers and identify potential abuse. For example, a high-risk identity would show multiple accounts, mismatched addresses, or a history of claims elsewhere that only becomes visible at the network scale.

"Riskified Identity Risk Intelligence helps eliminate the false choice between protecting the business and delivering an exceptional customer experience. By integrating Riskified's intelligence directly into our Specialized AI Agents, we can help agents instantly distinguish trusted shoppers from potential risk, enabling them to resolve legitimate claims with greater confidence and speed," said Colin Murphy, chief customer officer of Zendesk, in a statement.

"Customer service teams shouldn't have to choose between protecting the business and serving good customers," said Jeff Otto, chief marketing officer of Riskified, in a statement. "By bringing real-time risk intelligence directly into Zendesk, agents get instant, data-backed guidance. They can resolve legitimate claims immediately and block fraud early, without adding friction for honest buyers."