by Tahir Almas | Aug 1, 2026 | Uncategorized
Support teams running AI assistants are reporting deflection rates above 45 percent. Full self-service resolution, measured properly, sits closer to 14 percent. That gap is not a measurement quirk. It is roughly thirty one out of every hundred customers who stopped...
by Tahir Almas | Jul 24, 2026 | Uncategorized
Picture two tickets arriving at 9:02 on a Monday, both titled “Export button question.” One is a cheerful customer asking where the CSV export moved. The other is the same question, third time asked, with month-end reports late and a boss who has started...
by Tahir Almas | Jul 18, 2026 | Uncategorized
Zendesk’s July 2026 release notes dropped this week, and they’re substantial: Forethought AI agents arrive as a purchasable add-on, a native contact center goes GA, and workforce management becomes free on Suite Professional plans. Good news for feature...
by Tahir Almas | Jul 9, 2026 | Uncategorized
An agentic AI help desk does more than answer FAQs. It reads what a customer actually wants, pulls the right context from your knowledge base and account history, applies your policy, takes an action, and hands off to a person the moment a ticket needs human judgment....
by Tahir Almas | Jul 4, 2026 | Uncategorized
Gartner’s widely cited forecast says agentic AI will autonomously resolve around 80% of common customer-service issues by 2029. That number is real and worth planning for, but the story that matters is the other 20%: the emotional, high-stakes, one-off tickets...
