AI and automation
From bots to intelligent workflows, see how AI is transforming business.
Latest stories
Article
7 min read
iGaming compliance: redefined through customer support
iGaming compliance: turning service into strategy In regulated iGaming and betting markets, compliance isn’t a box…
Article
5 min read
Sleigh your holiday support with AI-ready knowledge
It’s that time of year for extra eggnog, cozy sweaters, holiday lights, and of course the…
Article
3 min read
The future of CX is contextual intelligence. Here’s why that matters—and how to level up.
Context is everything is customer service. When a customer reaches out about a return, an issue…
Guides
7 min read
Getting AI buy-in can be difficult. That's where change enablement comes in.
AI is everywhere in service right now. It is in our chats, our tickets, our workflows,…
Article
5 min read
HR and IT fusion teams are the future
The most enduring organizational designs are the ones that evolve as the work itself changes. Today,…
Article
6 min read
Building realistic multi‑turn tests for AI agents
At Zendesk, we invest heavily in making sure our AI agents are not only smart, but…
Article
3 min read
Raising the bar for enterprise-grade security in AI-powered CX: Zendesk gets Cyber Essentials Plus certified
Security and resilience are essential for CX platforms as AI‑powered support operations scale up. At Zendesk,…
Article
4 min read
Zendesk Named a Leader in the 2025 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center
We’re proud to share that Gartner has named Zendesk a Leader in its 2025 Magic Quadrant™…
Article
3 min read
Lessons from AI Summit: How to build the right foundation for your AI strategy
Today’s leading CX organizations are gaining a competitive edge with AI. At this year’s Zendesk AI…
Discover AI innovations shaping service at Zendesk AI Summit
Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.
Article
5 min read
Knowledge has evolved: 4 tips to help service leaders catch up
Knowledge guides every service interaction—whether it’s a customer returning an item, an AI agent escalating an…
Article
5 min read
Advancing the Resolution Platform to set a new standard for service
Here at Zendesk, we’re focused on a singular goal: delivering resolutions that help customers and companies…
Article
5 min read
3 ways UX Research strengthens your CX strategy
Most CX strategies are built around outcomes like improving CSAT, raising NPS, or reducing churn. These…
Article
3 min read
Zendesk achieves ISO 42001 certification: Raising the bar for AI governance in customer experience
AI is transforming how businesses engage with customers, but adoption hinges on trust. IT and security…
Article
6 min read
The hidden costs and complexities of building AI for service
When it comes to AI agents, companies are once again grappling with the age-old question: should…
Article
5 min read
Unlocking new possibilities: Revolutionizing service with the Zendesk AI MCP client
Customer support interactions heavily depend on personalized, real-time information, like order statuses, account details, interaction history,…
Article
8 min read
AI in manufacturing: Use cases and benefits
AI is transforming manufacturing by making operations more adaptive and data-driven. Read on to see how it's reshaping the future of production.
Article
8 min read
AI in government: How it's being used and future trends
Governments worldwide are using AI to automate tasks, improve citizen support, and increase efficiency. See how these changes are unfolding today.
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