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3 min read
Zendesk AI Effect: 93% of admins shift their focus to strategy thanks to AI
Today’s admins are ripping up their old job descriptions. Powered by AI, admins’ roles have evolved…
Article
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…
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Article
9 min read
8 ITSM best practices for modern service management
Every modern business relies on technology to keep operations moving. Even something as simple as a…
Article
What is incident management? Types and solutions explained
What is incident management? Incident management is a structured approach to responding to unplanned disruptions or…
Article
What is employee service? A complete guide
Employee service definition Employee service refers to the internal support and resources a business provides its…
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…
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…
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
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
10 min read
ITSM metrics: What to measure and why it matters
What are ITSM metrics? ITSM metrics are measurable indicators used to track the performance, efficiency, and…
Article
5 min read
6 contact center trends to watch
If you’ve needed help with an order recently, chances are you’ve interacted with a contact center.…
Article
4 min read
It’s time to rethink accountability for service teams
Too often, customer and employee service leaders mistake accountability for policing—a way to catch mistakes and…
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