Teams | Collaboration | Customer Service | Project Management

Automate high-volume customer service emails with Freshdesk's AI agent that resolves repetitive queries, maintains context across follow-ups, and escalates only when human intervention is needed. See Freshdesk's Email AI Agent in action. What is an AI agent in customer service? An AI agent is software that independently understands customer queries, retrieves answers from a knowledge base, and responds conversationally, without needing a human agent for every interaction.

Every AI journey starts with knowing where you stand. This video walks through the M-Files AI Readiness Guide, a framework for assessing your organization's current stage and identifying the next steps toward trusted AI. Take the free 5-minute AI Readiness Assessment to see where you land across five maturity stages, from Scattered to Sovereign, and get a personalized roadmap for closing the gaps that matter most.

The "rationality-based, user-centered approach" has been the gold standard in business, product development, and marketing for decades. But it's hitting its limits — and AI is accelerating that reckoning. In this closing keynote from Canvas 26 Tokyo, Yuichi Inobori, Ph.D. reframes the role of the objects and tools we create in sparking human and organisational creativity, through the lens of Ontological Design. As AI — itself an artifact — weaves itself into the fabric of everyday life, what does creativity truly mean for us now? And how should we design the organisations of the future?

AI is taking root differently across every organisation — faster among younger generations in some places, driven top-down by leadership in others, and complicated everywhere by the question of how to balance development speed with cultural change. In this panel from Canvas 26 Tokyo, leaders from three professional services firms come together to share what AI adoption actually looks like when you're running large-scale projects: the hands-on realities, the Miro use cases, and what it takes to make the shift stick across an entire organisation.

AI is no longer confined to screens. It's becoming a partner in how we think, collaborate, and create. In this fireside conversation from Canvas 26 Tokyo, Hidetoshi Kikuchi (General Manager, BUSINESS INNOVATION LOUNGE TOKYO, Ricoh), Masumi Harazuka, and Kosaku Nakajima explore what it actually takes to build effective human-AI collaboration — in meeting environments, in product development, and in everyday decision-making.

Every organisation has AI. Almost none have AI that works across teams. The gap between individual productivity and organisation-wide impact is where most companies get stuck — and it's exactly what Miro built AI Workflows to close. In this product spotlight from Canvas 26 Tokyo, Product Management Director Joe McLean shows how teams are moving from isolated AI experiments to connected, automated systems that everyone can see, run, and build on together.

The AI agent customer journey report helps teams visualize how customers move through AI-powered support experiences from start to resolution. Using an interactive conversation journey map, teams can identify successful automation paths, uncover where escalations happen, and spot opportunities to improve AI workflows. Filter by AI agent, channel, or use case to better understand how automated experiences perform across customer journeys.

Jira is the new system for AI-native software development. Turn ideas into agent-ready technical specs with Jira Planner. Assign work to any agent, including Claude, Cursor, GitHub Copilot, Jira Coding Agent, and more. Track, review, and iterate on agent output in one place. Scale agentic work with by automatically assigning tasks to coding agents.