CanadaTechnology and telecom2025 – ongoingDocebo
Zendesk AI agents, Copilot and AI quality assurance in customer support
Docebo's Zendesk AI agents resolved 43% of chats and cut cost per ticket by 52%
Problem
Docebo's support team grew quickly and used ten disconnected tools. Reporting was slow, and figures were sometimes inaccurate. Leadership wanted to keep service levels high while controlling cost.
Approach
Docebo moved its support operations from ten tools to Zendesk. After settling security and data governance questions, it rolled out Zendesk AI agents across its global support channels. It gave human agents the AI Copilot and used AI quality assurance to review interactions.
Results
Takeaway
Docebo settled data governance questions before turning on the AI agents. It first consolidated its tools onto one platform.
Categories
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsGenerative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Zendesk's customer story covers Docebo's move to one support platform and its use of AI agents, Copilot and AI quality assurance. It gives 43% chat resolution, 30% of email handled by AI, a 52% lower cost per ticket and 95% CSAT. The page is on Zendesk's Korean site but the article text is English.
Full details are in the original sources.
