Zendesk, which serves over 100,000 customers globally and resolves nearly 5 billion inquiries annually, is expanding its AI services, with about 20,000 customers currently utilizing these offerings. This year, the company anticipates generating approximately $200 million in AI-related revenue and is investing $400 million in research and development. A significant focus is on enhancing the Zendesk Resolution Platform, which was introduced as an AI-driven solution for customer and employee service, as well as contact center teams earlier this year during the Relate event.
At the recent AI Summit, CEO Tom Eggemeier, along with Zendesk’s team, announced several new features, including voice AI agents, video calling, and screen sharing capabilities for the Zendesk Contact Center. The platform has also seen improvements in IT asset management and next-generation analytics following Zendesk’s acquisition of HyperArc. Eggemeier emphasized the platform’s unique design tailored for service and AI integration.
The Resolution Platform’s core function is to enable autonomous AI agents to address complex problems in real-time using leading large language models such as GPT-5. These advancements aim to improve the agents’ capability to handle multiple queries simultaneously across various communication channels. The platform includes built-in quality assurance to monitor the effectiveness of resolutions, a feature that is particularly beneficial for startups.
Additionally, Zendesk introduced the Admin Copilot, designed to assist human agents by identifying operational issues and suggesting changes based on live data. This allows for quicker resolution of customer inquiries. The Knowledge Connectors feature facilitates the integration of external information into Zendesk, ensuring that both human and AI agents have access to the most relevant data.
For IT leaders, the upcoming IT Asset Management (ITAM) tool integrates asset data with service tickets to streamline troubleshooting processes. It positions IT teams to proactively address potential issues before they escalate.
For further updates and detailed information, users can visit Zendesk’s official announcement page.
Source: https://venturebeat.com/ai/zendesk-launches-new-ai-capabilities-for-the-resolution-platform-creating