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7 min read

Latest customer service innovations for 2024

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

Article
7 min read

How to improve soft skills in customer service teams

What are soft skills? Soft skills are the personal attributes and non-technical abilities that allow people…

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…

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

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…

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

Article
5 min read

What is the experience economy? (Plus experience economy examples)

Over the past few centuries our society has transformed. First thanks to the industrial revolution which…

Article
4 min read

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

The organizations set to surge ahead in 2025 are those that took bold, early action to…

’Tis the season for December integrations

Workday (Support) Workday helps you provide faster, more accurate employee service with easy access to employee…

AI innovation checklist: How leading companies have stayed ahead in 2024

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

25 free and customizable feedback form templates

Feedback forms help you collect opinions from customers, stakeholders, and employees. Download our free templates and collect feedback today.

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…

Article
1 min read

Revolutionize work: 3 AI strategies driving productivity and satisfaction

Mariah Schuknecht, Vice President, People Operations at Zendesk, reveals how AI is transforming the workplace by…

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