Artificial intelligence

Article
7 min read

Chatbots vs. conversational AI: What’s the difference?

Chatbots and conversational AI are often used synonymously—but they shouldn’t be. Understand the differences before determining which technology is best for your customer service experience.

Article
10 min read

13 ways AI will improve the customer experience

Use artificial intelligence to enhance the customer experience at every stage of the buyer’s journey.

Article
5 min read

Agile customer service

Being flexible and acting fast — these two traits have become the focus of companies across…

Article
5 min read

The future of customer experience: how VR, AR and 5G are changing customer service

Over the past 15 years, new technologies have entered the market at an increasingly rapid pace…

Join 2,000 service leaders at Zendesk Relate 2026

Over three days, you’ll hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell and more. Relate is where service leaders connect, learn and discover new resolutions.

Article
4 min read

How agile customer support will boost high growth companies

2020 was the year when digital transformation has accelerated at an unprecedented speed. Amongst the companies…

Article
1 min read

Shifting consumer sentiment pushes shoppers towards digital in a post-Covid world

It’s been recorded that 2020 was the worst year for many economies around the globe. Europe’s…

3 min read

Using technology to deliver best-in class service when it counts

The effects of COVID-19 for customer support teams have been far reaching. For service agents in…

Article
3 min read

Why messaging is set to be the 2020 customer channel for business

Many businesses are settling into a new reality – finding ways to work from home while…

Article
4 min read

How to: Deliver premium customer experiences with automation all around the globe

Consumers’ expectations have been rising in the past two decades and even more recently, as eCommerce…

Article
4 min read

How AI assistants close the gaps in customer service

AI assistants are capable of quite a bit more than their living room responsibilities.

Article
6 min read

5 ways that AI is already benefitting the customer experience

It's great news for businesses that there are already practical applications of AI, especially for the customer experience.

Guides and ebooks
3 min read

Providing automated self-service where customers (and agents) want it most

As customers trend towards becoming more self-sufficient, they are becoming more accustomed to interacting with AI-powered tools for the support they need.

Article
5 min read

When is it best to use chatbots vs. humans for customer service?

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.

Article
5 min read

Slack kills at onboarding customers: Here’s how

Slack—the team communication tool that is taking over the world—has become ubiquitous and obvious.