Here our brightest engineers and experts share their thoughts on the most important subjects in AI, NLP, ML and more.

Migrated from Assistants to Responses API—60% faster responses, 40–60% lower costs, simpler state management, and more reliable tool integration.

Watch ticket deflection, accuracy, and escalation metrics; keep knowledge bases current, run audits, and use human-in-the-loop to prevent AI support failures.

Discover the key differences between AI chatbots and AI agents in customer support. Learn how AI agents deliver higher automation rates, smarter workflows, and better resolution outcomes for modern support teams.

This January 2026 update introduces in-conversation FAQ creation in the Control Desk, allowing support teams to turn resolved customer questions into structured knowledge without leaving active workflows.

How Zendesk teams cut response times, deflect 47% of tickets, and boost agent productivity by deploying AI with unified data, oversight, and phased rollouts.

AI agents now handle full-ticket resolutions — compare five support AI options by accuracy, setup time, channel coverage, and pricing.