AI and automation
From bots to intelligent workflows, see how AI is transforming business.
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3 min read
What really builds trust in AI-powered experiences?
AI is transforming customer and employee service, but too often it’s being deployed without the policies…
Article
4 min read
Agentic AI vs. generative AI: What sets them apart
When most people hear artificial intelligence (AI), they think of tools like ChatGPT or Google Gemini.…
Article
3 min read
Quality score: Performance reviews for your AI agents
AI agents are handling a growing share of the customer service workload. But many companies still…
Article
5 min read
Resolution is the only customer service outcome that matters
It’s hard to deliver great service if you aren’t actually resolving a customer’s issue. Most customers…
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Join the Zendesk Experience Research Panel and help shape the future of our products.
Article
4 min read
Create a foundation for voice success
From the moment they reach out to a business, customers expect a seamless, personalized experience. They…
Article
6 min read
Elevating API security to keep pace with AI innovation
Today, Zendesk announced enhancements to how third-party software developers are permitted to build apps and integrations…
Article
5 min read
AI agent vs. AI chatbot: Key differences and features
Customer service technology has come a long way since the days of endless hold music and…
Article
2 min read
Zendesk AI + GPT-5: Setting the pace for the next generation of support
At Zendesk, our platform helps businesses deliver fast, accurate resolutions with less effort. And at the…
Article
5 min read
Agentic AI in ITSM: The future of IT service management
What is agentic AI in ITSM? Agentic AI in ITSM refers to the use of autonomous…
Article
3 min read
Zendesk AI Effect: Empowered agents gain clarity, confidence, and career growth with AI
AI is changing what it means to be a customer service agent. And it’s impacting everything…
Article
5 min read
Why service design should be at the core of your CX strategy
While you may not be familiar with service design, you’ve almost certainly experienced the frustration of…
Article
6 min read
How Zendesk uses agentic AI to deliver instant, human-like support at scale
We use what we build. Zendesk’s own support team runs on the same agentic AI and…
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
Everyone’s launching AI agents. Few are ready for them.
Just a few years ago AI agents might have felt like something out of a science…
Article
5 min read
Zendesk AI Effect: 3 benefits you can’t afford to miss
Customers who contact your business with an issue or request—and walk away with a smile. Agents…
4 min read
Results, not hype: How SeatGeek and TransferGo use AI to deliver real CX impact
AI might be the hot topic in CX, but for Whitney Thomas at SeatGeek and Marta…
Report
5 min read
Closing the AI Trust Gap: Building confidence through responsible innovation
AI is transforming how companies support their customers, but delivering on its promise requires more than…
Article
8 min read
What is agentic AI, and how does it work?
Agentic AI definition Agentic AI refers to autonomous software that takes initiative to accomplish service-related goals…
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