AI and automation
From bots to intelligent workflows, see how AI is transforming business.
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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…
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…
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
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
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.
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…
Reports
1 min read
Revolutionize work: 3 AI strategies to drive productivity and satisfaction
Mariah Schuknecht, Vice President, People Operations at Zendesk, reveals how AI is transforming the workplace by…
Article
Chatbot quality assurance (QA): Definition, importance & more
Quality assurance helps to make sure customer service chatbots function effectively, improve customer experience, and boost operational efficiency.
Article
10 min read
Generative AI glossary: Key AI terms for 2025 and beyond
Our generative AI glossary covers the common AI words you need to know to understand artificial intelligence, including AI agents, automation, bias, and more.
Article
7 min read
AI in hospitality: Use cases, benefits, and more
AI in hospitality is helping improve customer satisfaction by making it easier for companies to deliver top-tier service and for customers to access it.
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