# How Docebo uses Zendesk AI

**$125,000**: “saving $125,000 in its tech stack costs and reducing cost per ticket by 52 percent”

As published on [zendesk.com](https://www.zendesk.com/customer/docebo/), December 2025. Captured by usedby on 2026-10-05.

- Company: [Docebo](https://www.usedby.ai/companies/docebo.md)
- Tool: [Zendesk AI](https://www.usedby.ai/tools/zendesk-ai.md)
- Teams: Customer Support, Support Operations, Account and success teams, QA, HR, CSM

## What the story says

Docebo unified its customer support on Zendesk and uses AI Agents to resolve chats and emails automatically, Copilot to help human agents summarize threads and adjust tone, and AI-powered QA to evaluate support interactions and spot churn risk and abusive language.

Summary written by usedby from the source page, in English. The figures are those of Zendesk AI and Docebo, not ours.

> Instead of using ten tools, the company now only needs one, saving $125,000 in its tech stack costs and reducing cost per ticket by 52 percent.

- **52 percent**: “Instead of using ten tools, the company now only needs one, saving $125,000 in its tech stack costs and reducing cost per ticket by 52 percent.”
- **43 percent**: “Now, AI agents resolve 43 percent of inbound chats and 30 percent of inbound email.”
- **758 percent**: “During the first six months, AI usage at Docebo skyrocketed by 758 percent—from 1726 tickets in Q1 to more than 14,800 in Q3.”
- **50 percent**: “Reviewers now spend 50 percent less time per evaluation—and QA visibility has expanded across all channels.”

> AI isn’t just helping us scale. It’s helping us evolve from reactive problem solvers to proactive customer partners.
>
> Matt Lewis, Vice President of Customer Support at Docebo

## What usedby checked

We compared the story with its live page on 2026-10-05.

- Checked: the figure $125,000 is printed word for word on the page, near the name of Docebo.
- Checked: the passage quoted above is copied word for word from the page, near the name of Docebo.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Docebo uses Zendesk AI. Confirmed line. Latest check across sources: 2026-10-05.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/docebo-zendesk-ai · How we check: https://www.usedby.ai/methodology