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Inside the Zendesk AI Masterclass: What HR and CX Leaders Can Learn About the Future of Support

July 7, 2025
Event

Behind every support ticket is a person looking for help. What if your team could offer that help faster, more intuitively, and without the friction? The Zendesk AI Masterclass is a front-row seat to the next evolution of support, where automation enhances empathy, and AI allows humans to do their best work. For HR and CX leaders, it’s more than a tech update. It’s a mindset shift. Anybody in charge of support transformation, whether in or outside the company, should attend the digital Zendesk AI Masterclass workshop series. The Zendesk AI Masterclass will provide more than just theory, whether you're a CX director seeking to modernize ticket triage or a CHRO seeking to enhance HR service delivery. It examines how AI is already changing support in the real world and what lies ahead.

 

Why AI-Powered Support Isn’t Optional Anymore

The numbers speak volumes. A report by Gartner predicts that by the end of 2025, 70% of customer and employee support interactions will be handled by AI-first platforms. That’s up from just 20% in 2020. What’s changed?

  • Hybrid work has added complexity.
  • Support volumes have increased across HR, IT, and CX.
  • Talent retention now hinges on frictionless internal experiences.

One of the biggest takeaways from the Zendesk AI Masterclass is this: automation isn’t about replacing people, it’s about freeing them to do the work that matters.

From FAQ Tickets to Frictionless Experience

Let’s bring it closer to home. If your HR team is still answering “Where can I find the PTO policy?” five times a day, you’re not alone. But you may be behind. The Zendesk AI Masterclass shows exactly how leading organizations are:

  • Automating Tier 1 inquiries.
  • Using natural language processing to route requests.
  • Integrating AI across HRIS, ITSM, and onboarding flows.

One powerful example shared during the workshop involved a healthcare system that cut HR ticket volume by 43% after implementing Zendesk’s AI layer.  Their HR operations team could finally focus on strategic initiatives like DEI and skills development instead of resetting passwords.

Human-Centric Automation: What Sets Zendesk Apart

AI tools can often feel robotic. Zendesk aims to do the opposite. The masterclass emphasizes how AI must feel intuitive, contextual, and helpful, not transactional. Here’s how Zendesk brings that vision to life:

  • Proactive Support: AI anticipates needs based on past behavior.
  • Smart Triaging: AI classifies, routes, and escalates with context.
  • Empathetic Responses: Generative AI drafts responses in a tone that matches the brand and audience.

If you’ve ever dealt with “Sorry, I didn’t get that. Try again,” you know the frustration of poorly executed AI. Zendesk is aiming to solve that.

What HR Leaders Can Take Away

The Zendesk AI Masterclass isn’t just for CX teams. HR leaders have a lot to gain and apply immediately:

  • Personalized onboarding: AI tools trigger step-by-step guidance, FAQs, and checklists when new employees join
  • Internal knowledge base recommendations: Surface articles automatically when a ticket is typed
  • Sentiment analysis: Detect employee frustration and flag to HRBP before it escalates

With employee experience so closely tied to retention, Zendesk’s AI toolkit helps HR scale care, not just communication.

A Look at the Future of Support 

Let’s not pretend this is five years away. Zendesk’s 2025 CX Trends Report shows that:

  • 73% of HR and CX leaders plan to increase investment in AI-driven support tools.
  • 61% of employees say fast support improves their perception of their employer.
  • Companies using AI for internal support reduce time-to-resolution by as much as 48%

So, if you’re building a business case for AI in HR tech, this masterclass gives you the language, use cases, and data you need.

AI That Understands the Employee Journey

One enterprise shared during the Zendesk AI Masterclass how they used AI to preemptively assist employees based on lifecycle events:

  • Before a performance review, the system sent coaching guides and FAQs.
  • New role objectives and benefit modifications were automatically communicated following a promotion.
  • The AI surfaced checklists, asset return policies, and exit survey links.

The result? A 4.8/5 employee satisfaction score for support and a 28% improvement in HR ticket closure rates. That’s what intentional AI looks like.

Why You Should Attend the Zendesk AI Masterclass

If you’re responsible for improving HR operations, people experience, or service delivery, you need to be in the virtual room. Attendees can expect:

  • AI deployment frameworks that are actionable without destroying existing systems.
  • Demos of tools you can implement today.
  • Insights from Zendesk’s AI engineers and transformation leaders.

The best part? It’s free to register, forward-thinking content,  built for busy professionals.  Register now: Digital Workshop Full Zendesk AI Masterclass

From Transactions to Transformation

Support, whether for customers or employees, isn’t just about solving requests. It’s about building trust at scale. As we move into an AI-enabled future, the real differentiator won't be the tools we use, but how human our systems still feel. For HR and CX leaders, that means designing support experiences that are fast, frictionless, and most importantly, empathetic. AI can now automate the repetitive, anticipate the next step, and personalize every touchpoint. But it’s still your people who bring the purpose. The teams that embrace that balance? They’re the ones who will lead. If you're ready to move beyond reactive service and toward proactive, people-first transformation, this is your moment. The future of support is here, and it’s personal.

This event builds upon Zendesk's larger AI vision, referenced in recent announcements about Zendesk AI.

At their annual conference in July 2025, Zendesk announced that beginning September 8, AI agents for messaging would supplant traditional article recommendations with generative replies that give more natural, conversational responses, with enhanced automation efficiency and effectiveness.

More perspectives from leaders at Zendesk, as included in this official announcement, help add reasonable context to how enterprises can scale AI adoption while maximizing customer experience.

HR tech is evolving fast, are you keeping up? Read more at HR Technology Insights

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Frequently Asked Questions

Who should attend the Zendesk AI Masterclass?

Anyone in HR, customer support, or digital operations. It’s especially useful for CHROs, People Ops leaders, and IT decision-makers.

You’ll leave with actionable workflows, automation tips, and proven frameworks to improve internal and external support using Zendesk AI.

Not at all. It’s designed to be practical, demo-rich, and beginner-friendly, even if you’re not a tech expert.

Zendesk focuses on empathetic, proactive, and humanized AI support. It’s not about replacing teams, it’s about empowering them.

Yes, registrants typically receive workshop recordings, templates, and additional case studies after the session.
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HRtech Staff Writer

The HRTech Staff Writer focuses on delivering in-depth analysis, industry trends, and actionable insights to HR professionals navigating the rapidly evolving tech landscape. With a background in HR technology and a passion for exploring how innovative solutions transform people strategies, the HRTech Staff Writer is committed to providing valuable perspectives on the future of HR. Their expertise spans a wide range of HR tech topics, including AI-driven platforms, automation, data analytics, and employee experience solutions.