Admin Copilot now surfaces updates to Macro content, as well as improvements for Trust and Safety as part of its recommendations.
In 2007, three founders in Copenhagen set out to make customer service software easier to use. Asking for help shouldn't require a manual, and helping someone shouldn't mean fighting the software that's supposed to make the work easier. Nearly twenty years later, Zendesk has grown from a
From identity and decision-making to brand experience and trust, what changes when personal AI assistants start handling customer service on behalf of your customers? https://www.zendesk.com/blog/zendesk-insights/expertise/9-customer-service-assumptions-ai-assitants-challenge/
Customers have traditionally reached support through channels that take them to the company they need support from: its Help Center, a web form, an official social account, a website chat or an email exchange. Search engines added another route, but customers could follow a search result to the comp
Customer interactions do not all follow the same route. Some requests can be handled and resolved by an AI Agent without a person getting involved. Others need a support agent from the outset, while some may begin with an AI Agent and need human attention later. The platform needs to support all of