NiCE Cognigy's India launch represents a deliberate regional play in the conversational AI space, with local infrastructure in Mumbai and Hyderabad supporting Hindi, Tamil, Bengali and code-mixed vari...
Zendesk has introduced automated data syncs from Jamf Pro and Microsoft Intune into its asset management platform, replacing the previous reliance on manual bulk imports and custom integrations. The n...
Zendesk's September 2026 product rollout substantially expands action flows' capability to handle temporal and stateful processes that previously required fragmented workarounds or external orchestrat...
Announced on Rollout starts Rollout ends September 24, 2026 September 24, 2026 September 25, 2026 Zendesk is pleased to introduce customizable columns and advanced filtering for the IT assets list in...
Tennessee's Department of Commerce & Insurance deployed Iris, an AI chatbot designed to handle professional licensing inquiries across 26 regulatory programmes serving 357,000+ licensees. The system i...
Tired of Chatbots? Time For Agentic AI in Customer Service Salesforce
I have the WhatsApp Business API set up and I've been trying to use it with some of our customers, but the 24 hour response window honestly makes it really inconvenient to use. I thought that sending...
See the What's New section for an overview of last month's releases.This week's release notes include: Admin Center AI Agents Copilot Contact Center Zendesk QA Apps and integrations Products with no u...
The AI voice agent market has fragmented into distinct product categories, each solving different operational problems rather than competing for universal adoption. CloudTalk, Retell AI, Vapi, Synthfl...
Stonly's launch of Business Process Agents addresses a critical gap in current AI automation: the ability to execute complex, multi-step support processes that depend on conditional logic, business ru...
Zendesk will perform scheduled database maintenance between October 13 and Oct 20, 2026 as part of a critical version upgrade to the “AWS Aurora” software. This will affect database clusters in all Ze...
WFM leaders face a fundamental measurement crisis as AI adoption outpaces organizational governance structures. The core issue is straightforward: employees are adopting generative AI tools faster tha...
Helpdesk Automation Market Outlook Signals Expansion To $28.06 Billion Through 2030 openPR.com
Zendesk has introduced embedded templates for email AI agents, enabling administrators to inject scripted, deterministic logic into agentic workflows. Previously, once an email AI agent entered its ge...
Zendesk's introduction of Specialized AI Agents represents a direct response to the industry-wide shift toward agentic AI, positioning the platform to compete with Salesforce's Agentforce and Adobe's ...
LinkLive's appointment of Mike Bourke as CEO signals the vendor's strategic pivot toward agentic AI as the primary differentiator in regulated industries—a sector where most mainstream CX platforms ha...
As Oracle slashes its Customer Success teams to fund AI infrastructure, enterprise buyers are footing the bill. Oracle reported record Q4 revenue, but the sharper CX signal was its agentic AI gamble a...
Zendesk is sunsetting help center templating APIs v1, v2, and v3, consolidating its templating infrastructure into a single v4 standard by July 31, 2027. The migration occurs in phases: new accounts c...
Zendesk is discontinuing Incremental API access for third-party developers effective January 19, 2027, citing data security risks as AI-driven workflows scale across customer organisations. The restri...
Zendesk has rolled out two complementary updates to its Copilot auto assist procedures management: a search function within Knowledge admin and draft mode with version control. The search capability a...
Announced on Rollout on September 16, 2026 September 16, 2026 Zendesk is excited to announce a new Smartsheet connector for action flows. With this connector, teams can connect customer support workfl...
Zendesk Contact Center now enables agents to search for users directly within the outbound dialer by name or phone number, eliminating the friction of manually entering digits or maintaining separate ...
Merlin Entertainments has deployed NiCE AI across its visitor attractions portfolio, signalling a strategic shift toward agentic AI for high-volume, transactional customer interactions. The rollout ta...
AI voice agents represent a fundamental shift in contact center architecture, moving beyond the rigid, menu-driven constraints of traditional IVR systems toward conversational interfaces capable of ha...