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Zapier reports company-wide AI adoption and support workflow results
Zapier reports 97% daily-work AI use and says its AI support-ticket summarizer halved average handle time.
Zapier's company-wide AI programme
In a January 2026 first-party account, Zapier CEO Wade Foster said 97% of the team actively used AI in daily work, up from 63% in late 2023 and 77% at the end of 2024. Zapier describes a company-wide hackathon, legal and security guidance, approved-tool procurement, internal enablement, and repeated sharing of practical use cases.
Zapier says its support team's AI ticket-summarisation tool, Sidekick, halved average handle time. This is a company-reported result without the source providing the baseline period or an independent audit. The post describes several AI products and internal tools: neither the 97% adoption figure nor the support result is attributable specifically to Claude. Anthropic's earlier customer story reported 89% AI adoption; the figures refer to different dates and should not be treated as competing estimates for the same moment.
Related
- zapier-claude-enterprise-workflows — Anthropic's earlier, Claude-specific workflow story.
- pwc-copilot-global-rollout — a separate large workforce rollout.
- anthropic — one of Zapier's AI providers.