Artificial intelligence (AI) is changing the face of customer service, but not in the way some might think. Rather than replacing human agents, AI is empowering them—helping them work smarter, resolve issues faster, and deliver a better overall experience to customers. By enhancing agent intelligence, AI is driving the evolution of customer experience (CX) teams, allowing them to shift from reactive problem-solving to proactive, strategic engagement. Let’s dive into how AI is equipping agents with the tools to excel, what this means for the role of CX teams, and how Zendesk is leading the charge with innovative AI-powered solutions....