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AI and automation

From bots to intelligent workflows, see how AI is transforming business.


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6 min read

Voice AI’s big year — the secret to more scalable CX in 2025

Voice AI is taking center stage in 2025. According to our research, nearly 80 percent of…

Report: How AI is transforming the economics of customer service

Customer expectations are higher than ever. They demand fast, seamless, and personalized support—24/7. Traditional customer service…

Article
2 min read

Human-centric AI adoption powers startups to scale strategically

Leaner teams don’t have to mean lower impact—especially with AI as your advantage. And most consumers…

Article
4 min read

Agent copilots: The essential ingredient for AI success in 2025

This is part 2 of our AI Readiness series, designed to help CX organizations prepare to…

Article
3 min read

Zendesk and Local Measure partner to deliver advanced voice solutions for enterprises

Earlier today at our annual company meeting, Zendesk announced an exciting strategic partnership with Local Measure,…

Article
7 min read

Latest customer service innovations for 2025

Over the last year, we have seen more change and innovation in the world of support…

Article
8 min read

The role of automation in contact center quality assurance

Unless you’ve been living under a rock these last couple of years, chances are you are…

Article
6 min read

What is natural language understanding (NLU)?

Native speakers often bend the grammatical rules of their mother tongue. Their language (both spoken and…

Article
12 min read

Intelligent virtual assistants: The ultimate guide

A version of this article first appeared as a guest post on G2’s Learn Hub. Intelligent…

Article
4 min read

What is a virtual agent?

What is a virtual agent? A virtual agent—which is used synonymously with “intelligent virtual assistant” or…

Article
3 min read

What is a support bot?

Today’s support chatbots are intelligent, AI-powered game changers In previous articles, we’ve written about virtual agents…

Article
3 min read

Getting started: Bots vs. humans

Not a sci-fi movie villain If you’re apprehensive about automation because you’re concerned it’s going to…

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article
4 min read

How AI uses feedback loops to learn from its mistakes

The best ideas were grown on the fertile ground of failure. And like the most innovative…

Article
4 min read

Accelerate your CX in 2025: A 5-step AI readiness checklist

This is part 1 of our AI Readiness series, designed to help CX organizations prepare to…

Article
7 min read

AI innovation checklist: How leading companies have stayed ahead in 2025

2024 has been a year like no other. AI has moved from buzzword to business-critical, and…

Article

What is shadow AI? Risks and solutions for businesses

Shadow AI is the unapproved use of generative AI tools and features by employees. Learn more about the risks and what IT teams can do to mitigate shadow AI.

Article
1 min read

Unlock the future of work with AI-driven insights

Discover key findings from 800+ HR and IT leaders across 17 countries on how AI is…

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