This is a balanced take on Zendesk’s AI push. The pre-built intents and Copilot features sound genuinely useful, especially for teams already deep in the Zendesk ecosystem. But I agree that automation percentages can be misleading when they mainly apply to straightforward questions rather than complex, action-based support. The pricing and knowledge-base requirements are also important considerations. For smaller teams, AI-native platforms can be worth comparing if the goal is focused automation without taking on a large enterprise support stack.