AI and automation
From bots to intelligent workflows, see how AI is transforming business.
Latest stories
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4 min read
Personal AI is next in line to disrupt CX - here's how to prepare
AI is no longer just a tool for businesses—customers are deploying it too, using personal assistants to interact with brands and handle tasks on their behalf.
Article
6 min read
Voice AI’s big year — the secret to more scalable CX in 2026
Voice AI is taking center stage in 2026. 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…
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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…
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4 min read
Agent copilots: The essential ingredient for AI success in 2026
This is part 2 of our AI Readiness series, designed to help CX organizations prepare to…
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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 2026
Over the last year, we have seen more change and innovation in the world of support…
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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…
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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…
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.
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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…
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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…
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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…
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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…
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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…
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4 min read
Accelerate your CX in 2026: 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 2026
2024 has been a year like no other. AI has moved from buzzword to business-critical, and…
Article
10 min read
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.
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