Deskpro Blog

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June 18, 20269 min read

The risk of shadow AI in customer support (and what to do about it)

Has your organization approved specific AI models and invested in AI-powered software for your support team? If not, there’s a good chance your support agents are using AI anyway.

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Questions to ask AI help desk solution providers

If you’re in the market for a help desk, you’ll be hard-pressed to find a vendor that isn’t actively promoting their AI capabilities. At this point, having AI is table stakes: what matters is whether ...

AICustomer Support

May 7, 2026 12 min read

Smarter support: How regulated industries can adopt AI safely

Support leaders know that AI has the potential to intelligently automate workflows, improve their first response and resolution time, and uplevel their customer experience (CX). But unfortunately, man...

March 17, 2026 7 min read

Knowledge is power: Your help desk tickets should inform your AI

When you get started with any large language model (LLM), you’re using an AI model that’s been trained on massive public data sets—but not your organization’s policies, processes, product information,...

March 12, 2026 6 min read

Your Chatbot Is Only As Good As What It Knows: Why Grounded AI Matters in Support

AI chatbots are a common starting place due to the potential for immediate cost-saving and customer experience benefits. AI chatbots can understand natural language inputs and respond conversationally...

March 4, 2026 7 min read

How to Advance Your Help Desk AI Maturity

Feeling behind on AI adoption in employee or customer support? You’re actually right where most teams are. According to a recent Deskpro survey of over 220 support and IT leaders, only 37% of organiza...

February 25, 2026 7 min read

How Deskpro Private Breaks Down the Barriers to Secure Help Desk AI: Interview with CEO Brad Murdoch

AI adoption is accelerating across support operations, but support teams in regulated industries face a tough choice: use AI in a limited capacity due to compliance requirements, or don’t use it at al...

February 18, 2026 7 min read

From AI Experiments to Real Results in Customer Support

While there are many reasons AI projects fall short, data privacy and security concerns are often a major culprit. In many cases, a support team evaluates and pilots an AI solution based on features, ...

AICustomer Support

January 30, 2026 6 min read

Beyond the AI Hype: How to Safely Deploy Customer Support AI in Regulated Industries

A recent Deskpro survey of over 220 support and IT leaders found that while 37% of organizations have deployed some level of AI across multiple support functions, 52% are still in exploration or pilot...

AICustomer Support

January 30, 2026 5 min read