AI and automation
From bots to intelligent workflows, see how AI is transforming business.
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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…
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…
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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 2025: A 5-step AI readiness checklist
The organizations set to surge ahead in 2025 are those that took bold, early action to…
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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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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…
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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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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.
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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.
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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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AI in transportation: Benefits, use cases + what’s next
Learn how AI is shaping the future of transportation, improving customer service so travelers can keep their minds on their destination.
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4 min read
No time to waste: 5 AI tactics to scale customer service without adding headcount
Customer engagement rates are about to explode, surging fivefold as customers increasingly reach out over digital…
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AI in finance: Top use cases and benefits to know
AI in finance transforms the customer experience to create more engagement and loyalty. This guide explores the benefits of using AI in the finance industry.
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AI in e-commerce: How it’s transforming CX
AI in e-commerce enables companies to build long-term customer loyalty, boost conversions, and streamline operations—when done right. Read our guide to discover how.
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4 min read
Lead your call center into the AI era with Zendesk voice
Artificial intelligence is poised to revolutionize the way brands interact with their customers. In fact, by…
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AI in healthcare: Top use cases and benefits
AI in healthcare applies intelligent technology to improve patient service, increase efficiency, and lower costs. Learn about the top use cases, benefits, and more.
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