Commentary: Evaluating Support Platforms - The Right Questions
You might have seen we've started a series where we evaluate and compare other platforms. The Youtube playlist is here and our article looking at BoldDesk is here. Someone asked...
ai
Posts tagged: ai
Apple's Siri Google Gemini revamp and the Future of Voice AI
Last Year’s Voice AI Predictions Zendesk publishes an annual CX Trends Report, and I was reviewing last year’s predictions to see how that looks in hindsight. One prediction that Zendesk...
Commentary: Behind the Scenes - Deltastring Infrastructure
You may have spotted we had a brief pause in updates to this page. Deltastring news is collected and collated and the analysis generated on a physical machine under my...
Commentary: Fast and Accessible Help Centre Themes
Is your help centre performing as it should? We've done some research and see that many fail basic tests of accessibility and performance. We've got great ready-to-go and also custom...
Commentary: The AI Capability Gap in Support
Is everybody (in the implementation consultant game at least) battling the AI perception/capability gap? There are tools that can really help to get stuff done, but it can't cover up...
Commentary: Managing Custom Objects in Zendesk
We're on manoeuvres again today, with meetings in Hampshire looking at the products and tools which will drive the future of support and customer operations more widely. We are making...
Commentary: Measuring What Matters - Metrics for the AI Age
Yesterday we were in London for some networking and meetings and had breakfast with our friends at Geckoboard. You can hear our thoughts on Zendesk metrics for the AI age...
Commentary: Action Builder and Engineering Processes
The general availability of the action builder means this will be a fun week for Zendesk admins who haven't yet had a play with the latest toy. I'm not generally...
Commentary: Security Audits and Help Centre Performance
With the attacks on large surface area business applications increasing, it's the right time for Zendesk to encourage admins to re-evaluate security configuration. We have performed audits for enterprise level...
Commentary: Help Centre Themes and AWS Outage Lessons
Is your help centre performing as it should? We've done some research and see that many fail basic tests of accessibility and performance. We are now offering ready-to-go and also...
Commentary: Reflections on Copilot and Ticket Summaries
Having had a bit of a fight with Claude over weeks trying to make these summaries good on this page, I have some sympathy for whoever was responsible for the...
Commentary: AI Agents and Platform Evolution
This week we see a big batch of updates, primarily in the AI Agents Advanced package. I know I have a reputation in this space as an AI cynic (see...
Commentary: Delaware Court Ruling and API Updates
Just a couple of smaller items we want to draw your attention to this week: The Delaware court ruled in favour of the Zendesk board once again, which likely draws...
Commentary: Voice Channels and AI Transcription
Voice felt like a channel on the decline for a long time, with its high costs and frustrations around reporting and triage. AI is going to be the key to...
Commentary: Email Authentication and QA Tool Development
We've got some focused and niche updates this week. ARC still has experimental status with the IEFT (RFC history here) but Zendesk handles a huge quantity of email so implementing...
Commentary: Security Tokens and Copilot Value
Like last week, security takes priority. It's easy to forget to disable old tokens and we see plenty of instances still allowing simple password access, even for API authentication. Drop...
Yes I hate AI and I'm not yet afraid to say it
though when the machines rise up please don’t quote me on that You can probably tell from the title of this post that I am not, at present, an AI...