Docebo enhances B2B CX with Zendesk AI

Docebo is a leading AI-powered enterprise learning platform that empowers global organizations to turn learning into their competitive advantage.

Founded in Italy in 2005 and headquartered in Toronto, Docebo—a Latin word meaning “to teach”—aims to deliver exceptional customer experience (CX) for more than 4,000 organizations worldwide.

Docebo’s 122-member global support organization spans Canada, USA, France, UK, and Italy, serving customers 24/7 across multiple time zones and languages. As the company’s growth accelerated, so did the complexity—and challenges—of its customer interactions.

One platform, greater efficiencies

As Docebo expanded its footprint worldwide, its support team faced a challenge familiar to any business rapidly scaling growth: how to maintain industry-leading service levels while keeping operational costs in check.

Before its AI transformation, Docebo’s support ecosystem relied on multiple disconnected tools. This fragmentation created inefficiencies in workflows, reporting, and data visibility.

“We’ve really grown quickly,” Matt Lewis, VP of Customer Support at Docebo, says. “At one point, one of our team members was juggling ten different tools to get the customer an answer.”

With so many different systems, the customer support team was unable to provide reliable reporting quickly—and other teams would often not understand how to process the data.

“In some cases, the wrong data was being shared on decks,” Lewis says. “We needed a clear picture of ticket trends to understand how to better serve our customers and begin shifting into a more proactive model.”

As a result, the workflows that actually were efficient often yielded results that required more time for the team to understand and unravel. At that point, Lewis determined it was time to unify the company’s Support operations on Zendesk. He and the Support Operations team, led by Maria Lecoindre, got to work.

“We wanted to take our team beyond reactive support,” Lewis says. “AI was the next step—it reduces manual work, it helps us get to answers faster, and gives agents more time to build real relationships with customers.”


Beginning the AI journey

Before moving forward with AI for customer service, Lewis worked with his executive team to ensure that any governance issues related to security and data were addressed.

“I made sure to connect them with the right people at Zendesk to address their concerns,” shares Lewis. “Our account team was very quick at pointing us in the right direction and getting those questions answered.”

Docebo’s AI journey began with the rollout of Zendesk’s AI Agents, Copilot, and the AI-powered Quality Assurance (QA). Each tool addressed a specific layer of the company’s support operation, from self-service and automated resolutions to agent productivity and performance management.

After launching Zendesk AI agents across its global support channels, Docebo saw an immediate impact. Instead of using ten tools, the company now only needs one, saving $125,000 in its tech stack costs and reducing cost per ticket by 52 percent.

Within the first three months, automated resolutions for incoming chats rose to 35 percent, increasing by 550 percent in the first six months. Now, AI agents resolve 43 percent of inbound chats and 30 percent of inbound email. More than 30 percent of total tickets are automated—a figure that continues to climb toward the company’s 50 percent goal.

“AI Agents are taking care of repetitive tasks, freeing our team to focus on complex, high-value issues,” Lewis says. “And the best part is, agents are not just faster—they’re more consistent.”

This shift also improved morale for Docebo’s team.

“At first, people worried AI would replace them,” Lewis explains. “But once our analysts saw that it removed tedious work, they realized it was just making their jobs easier—not eliminating their role.”






Human agents shine with an assist from AI

While AI Agents automated resolutions, Zendesk’s AI Copilot transformed the way Docebo’s human agents worked.

“Once my team saw they didn’t have to type everything manually, adoption really took off,” Lewis says. “Reps can summarize a 100-message thread in seconds, adjust the tone for empathy, or rewrite something in their own voice. It saves minutes per interaction and keeps responses clear—and uniquely human.”

During the first six months, AI usage at Docebo skyrocketed by 758 percent—from 1726 tickets in Q1 to more than 14,800 in Q3. Docebo estimates these gains translate into nearly $149,000 in annual efficiency savings.

“Zendesk AI just makes everything better,” says Lewis. “It does exactly what you would want it to do for a support organization.”

Docebo’s agents now rely on Copilot as an internal collaboration tool. And with Copilot’s clear, concise summaries of customer interactions, Docebo’s account and success teams spend less time reviewing tickets. And it’s not just the CSM teams at Docebo who are relieved they no longer have to slog through long transcripts.

“Even our executives use Copilot summaries,” Lewis shares. “It’s expanding visibility across the organization.”

AI-powered QA delivers quality at scale

Today, Zendesk’s AI QA tool uses manual and automated scoring to enable Docebo to automatically evaluate 100 percent of interactions. Reviewers now spend 50 percent less time per evaluation—and QA visibility has expanded across all channels. The company also made specialized scorecards that would measure root cause analysis (RCAs) in order to improve customer messaging.

And the AI Powered Spotlight feature in Zendesk QA has become a favorite tool for identifying churn risk and abusive language trends.

“It lets us protect our people and our brand,” Lewis notes. “We can see where issues arise and respond in real time.”


Quantifiable results, easy implementation

Within one year of launching Zendesk AI solutions, Docebo achieved measurable improvements across every key CX metric. Automated resolutions increased 550 percent during a six-month period. One-touch tickets decreased from 32 percent to eight percent. And Docebo’s estimated cost savings reached $108,600 in just three months.

“One of the best things about implementing Zendesk is that it was a smooth transition,” says Lewis. “It’s like a duck on a pond. On the surface, things are calm—but underneath, the technology is paddling away!”

CX goes from reactive to proactive with an assist from AI

Docebo’s next objective is ambitious—achieving 50 percent AI-driven resolutions for its B2B clients, so agents have the time to focus on more complex customer issues.

“AI isn’t just helping us scale,” Lewis declares. “It’s helping us evolve from reactive problem solvers to proactive customer partners.”

Docebo’s AI journey has turned its support organization into a modern CX Resolutions Platform. In fact, both the HR and CSM departments at Docebo took note of the support team’s AI successes and have started using Zendesk internally to better support their employees.

“Without a doubt, Zendesk AI is the best in the support game—it just works,” Lewis raves. “It’s intuitive, it’s smart, and it keeps us focused on what matters most—the customer experience.”