Is Zendesk Building a Glean Competitor with Its Unleash Acquisition? Not Exactly, But Here’s What’s Really Happening

Zendesk's acquisition of Unleash, an Israeli AI-powered enterprise search startup with 70+ connectors to platforms like Google Drive, Confluence, and SharePoint, marks a significant expansion of its customer service capabilities. This move has implications for website owners, particularly those who utilize Zendesk's customer service tools, as it may lead to more integrated and efficient search functionalities within their platforms. The acquisition could also result in enhanced AI-powered support features, such as AI agents living inside Slack and Microsoft platforms, which could improve customer engagement and support experiences. For website owners, this development suggests the need to monitor AI bot traffic and adjust their llms.txt files accordingly. Actionable tips include: reviewing current customer support integrations to ensure seamless compatibility with Unleash's connectors, updating llms.txt files to reflect changes in AI-powered search and support functionalities, and exploring ways to leverage Zendesk's enhanced AI capabilities to improve overall customer experience and support efficiency.