AI Use Cases

Explore how real professionals across different industries and roles leverage AI as a tool. Each use case includes practical examples and community stories from around the web.

Use cases for this post: Zendesk introduces Specialised Agents to help businesses get high-value service work doneShow all use cases

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2 use cases across all industries

Customer Support2 stories

AI refund triage, policy checks, drafting, and resolution across support systems

AI agents review incoming refund and return requests, check order, payment, fulfillment, and risk data across connected systems, apply business-specific eligibility logic, issue straightforward refunds or credits when approved, and draft or send customer replies while escalating exceptions and sensitive cases.

Customer Support

Automating customer exchanges across support systems

AI agents handle exchange requests by retrieving customer and order history, checking policy eligibility, confirming inventory, evaluating risk signals, initiating the exchange, and providing next steps without sending the customer through multiple handoffs.