Zendesk Unveils Major AI Innovations to Transform Customer and Employee Service

Zendesk, a global leader in AI-powered service solutions, announced significant advancements in its AI Resolution Platform at its AI Summit, aimed at empowering customer service, employee service, and contact centre teams.

The platform now leverages advanced AI agents to handle complex, multi-step issues, streamlining workflows and accelerating problem resolution.

The Resolution Platform powers AI Agents that manage a significant portion of nearly 5 billion issues resolved annually, the company said, highlighting widespread adoption with nearly 20,000 customers and projected AI Annual Recurring Revenue of $200 million in 2025.

Zendesk’s latest innovations include fully autonomous Voice AI Agents, Video Calling and Screen Sharing for real-time collaboration, and employee service enhancements such as IT Asset Management.

“Today’s customers want more than just quick responses – they expect issues fully resolved,” said Tom Eggemeier, Zendesk CEO. “While many speak of AI as a distant promise, Zendesk is distinguished by our tangible, realised products already reshaping service today.”

Mitch Young, SVP APAC, Zendesk, added, “Business leaders in India recognise the transformative impact AI is having on service, with 94% going as far as saying it’s completely redefining service standards. With our latest innovations, Zendesk is primed to help Indian organisations deliver faster, smarter, and more personalised resolutions.”

Industry experts also weighed in: “The combination of AI Agents with an integrated platform covering Contact Centres and Employee Service offers more than just innovation; it drives tangible business results,” said Sudhir Rajagopal, IDC Research Director.