AI in customer service – questions many teams are asking:
“Will my team be replaced by AI?”
“Is AI really worth it?”
“Aren’t chatbots just frustrating?”
“What about legal compliance?”
If you’re asking these questions, you’re not alone. AI is one of the most discussed and misunderstood topics in customer service.
While fears around job loss and privacy remain, the real power of AI lies in smarter workflows, reduced workload – and happier customers.
Did you know?
💡 80% of businesses are already using or planning to use AI-powered chatbots by 2025.
💡 73% of customers say AI can improve support experiences.
Let’s explore what AI can really do – and how to use it efficiently in Zendesk and beyond.
Why do I need AI in customer service?
Customer expectations are rising: faster replies, personalized service, and 24/7 availability are becoming the norm.
At the same time, support teams face repetitive tasks and limited time.
AI helps by:
- Automating standard inquiries (e.g. shipping status, password reset)
- Categorizing and routing tickets more precisely
- Extracting key data from messages (e.g. order ID, product type)
- Reducing manual work so agents focus on what matters
AI is not a replacement.
It’s your team’s productivity multiplier.
AI-powered customer support tools: chatbots, agents, and beyond
Types of AI-powered tools in customer service
Not all bots are equal – and not everything that “talks” is intelligent.
Rule-based chatbot:
Works with fixed response flows and decision trees. Ideal for handling simple FAQs, form submissions, and static queries that follow a clear path.AI chatbot:
Uses machine learning to understand different phrasings and respond flexibly. Suitable for broader customer questions and natural small talk.Conversational AI:
Goes beyond keywords by interpreting context and relationships within a conversation. Adapts dynamically and enables more natural, human-like interactions. Ideal for dialogue with escalation logic. → More on the topicAI agent:
Operates autonomously across multiple systems. Not only communicates but also performs backend actions such as data retrieval, form completion, or generating documents. Best suited for complex tasks like automated returns or status updates.
Which AI tools are available for customer service?
AI isn’t tied to a single platform. Today’s leading customer service tools integrate AI in different ways – from chat suggestions to fully automated workflows. Choosing the right system depends on your goals and existing setup.
Zendesk
Includes generative bots, ticket classification, agent copilot and full automation via AI Agents Essentials and Advanced. Learn more about Zendesk AI.
Salesforce
Einstein GPT provides generative AI for real-time chat, case suggestions, and automated workflows across the Salesforce platform.
Freshdesk
Freddy AI supports agents with field suggestions, smart responses and automated classification based on intent detection.
Leafworks helps you identify the best-fit AI tools – whether you're using Zendesk, Freshdesk, Salesforce or custom-built platforms. Learn how we integrate and automate across systems.
Zendesk in action: AI made simple
Zendesk offers a powerful range of AI features – ready to integrate into your existing support processes:
- AI Agents Essentials: The classic “Help Center Bot” provides generative AI responses and is included in all Zendesk Suite and Support plans.
- AI Copilot: A suite of AI features as an add-on that supports agents with guided processes, initial response suggestions and ticket summaries.
- AI Agents Advanced (formerly Ultimate): Includes all the features of the Essential plan plus advanced features such as conversation flows, APIs and detailed analytics. Fully automated ticket solutions in chat and email are also possible.
While Zendesk offers one of the most seamless AI experiences – especially for teams already using its Suite – other platforms also bring strong AI capabilities to the table.
Whether you’re already using tools like Salesforce, Freshdesk or Zoho, or comparing different ecosystems, it’s worth understanding how their AI features can support your customer service goals.
Backend Automation: The Real Game Changer
While chatbots get most of the attention, backend automation is where AI creates real scale:
- Automatic ticket categorization and forwarding optimizes the distribution of requests
- Data extraction from customer inquiries enables direct processing of relevant information
- Error detection and predictive analyses help to identify problems at an early stage
- Triggering of actions such as voucher creation, return labels and more
With Leafworks, Zendesk becomes a workflow engine – not just a helpdesk.
Real Example: Zendesk + Leafworks AI Integration:
Scenario: A customer requests a return via chatbot.
The AI:
- The AI automatically analyzes and extracts relevant data from the request and compares it with backend information
- If a return is legitimate, a label can be generated and added to the response
- The customer receives the return label, and ticket + backend data are updated
- Escalation to human agents is possible if the chatbot can’t resolve the request
→ Result: Faster resolutions, happier agents, zero manual steps
💬 “I just want a fast, correct answer – I don’t care if it’s a bot.”
– Most customers
AI helps your team deliver faster responses and better support:
Less manual work
Faster resolutions
Happier customers, happier agents
One chatbot – many use cases
Modern bots don’t stop at FAQs. Common examples:
- Order status checks
- Appointment scheduling
- Form pre-filling and data collection
- Feedback requests
- FAQ suggestions in different languages
- Initiating actions (e.g. cancel subscription, update address)
Legal Compliance: GDPR & EU AI Act
The new EU legislation on the use of artificial intelligence, the EU AI Act, sets out clear rules for customer service. The focus is particularly on transparency, data protection and ethical AI use. Companies that use AI agents or chatbots must ensure that users always recognize that they are interacting with an AI. Data protection also remains a key issue, especially when AI-supported analyses or decision-making processes are used in customer service.
→ More about the EU AI Act – and what it means for your customer service
In addition to the EU AI Act, the GDPR (General Data Protection Regulation) remains crucial for the use of AI in customer service. Companies must ensure that personal data processed by chatbots or AI agents is collected, stored and used lawfully. This applies, for example, to the automatic analysis of customer inquiries, the storage of support interactions or the forwarding of sensitive data by AI-supported systems. It is particularly important to have a clear data protection policy and to inform users transparently about the processing of their data.
To make it easier for companies to comply with GDPR requirements in customer service, Leafworks has developed a special GDPR app for Zendesk. This app helps to securely manage, anonymize or delete personal data – directly in Zendesk. This allows GDPR requirements to be implemented efficiently without the need for time-consuming adjustments to manual processes.
🚀 How to implement AI in customer service
So, where should you start? What makes sense to automate – and what doesn’t?
AI makes the most impact when:
- You have repetitive requests that follow predictable logic
- You want to free your agents from low-value tasks
- You already have structured systems (like Zendesk) to integrate with
Leafworks helps you identify the right use cases and tools – and turn them into live solutions fast.
Conclusion: Use AI strategically – not blindly
Artificial intelligence is no longer an experiment in customer service; it has long been part of modern day-to-day support. Companies that use AI correctly demonstrably benefit from more efficient processes, shorter response times and better customer communication. But AI is not a sure-fire success – without a well thought-out strategy, its potential remains untapped.
- More efficient operations
- Shorter wait times
- Higher customer satisfaction
- Less stress and copy-pasting
Leafworks helps companies to find the best solutions and integrate them into their customer service in the long term. Let us advise you. Arrange a brief meeting with us to find out which AI strategy is right for your company.
Why Leafworks?
AI in customer service only works if it’s thought through – across tools, teams, and processes. Leafworks combines deep Zendesk expertise with a broader systems view.
- Strategic advice: We help define realistic goals and identify high-impact use cases.
- Tool-neutral approach: Zendesk, Salesforce, Freshdesk or custom portals – we know how to make them work with AI.
- Fast implementation: Lean setup, secure workflows, full GDPR compliance – without months of preparation.
We’re more than consultants: we help you integrate AI where it truly helps – fast, secure, and human-friendly.
Robert Cwicinski
Customer service expert
- CRM
- Automation
- Integrations
- Business Intelligence/BI
- Zendesk
- Digital Transformation
- Custom MVPs
Frequently Asked Questions About AI in Customer Service
No – AI is here to support your team, not replace it. It handles repetitive tasks so your agents can focus on complex or sensitive issues that require a human touch.
Many older bots are rule-based and can only respond to specific keywords or questions. Modern AI-powered bots use machine learning to understand context and phrasing, making them much more flexible and helpful.
Choose tools that meet privacy standards and make data processing transparent. Customers should always know when they’re interacting with a bot, and their data must be handled securely and lawfully.
Start with one high-impact use case – like automating standard inquiries. Then build from there. Look for tools that integrate easily with your existing systems and workflows.
Several major platforms do – including Zendesk, Salesforce, and Freshdesk. The best fit depends on your current setup, business goals, and the complexity of your processes.
It depends on your ticket volume, processes, and pain points. Leafworks helps you identify high-impact areas and builds tailored solutions that actually improve your day-to-day operations – not just add more tools.
Absolutely. Leafworks supports companies from strategy to implementation – quickly, pragmatically, and with full GDPR compliance. Whether you use Zendesk, Salesforce or something custom, we make AI work for you.
