Zendesk Inc. today announced a new platform aimed at redefining customer experience.
The Zendesk Resolution Platform — a suite of advanced tools designed to seamlessly integrate AI agents, knowledge resources and human expertise — will help businesses deliver enhanced customer service and offer a “clear path to issue resolution,” the company said.
Headlining the news is a new class of AI agents that Zendesk claims are “designed to enhance service delivery” through faster, more accurate responses. The new agents “reason, learn, and adapt to even the most complex inquiries,” Zendesk added.
“The only metric that matters in customer service is resolution. The Zendesk Resolution Platform is not just making service faster — it is making Agentic AI actually work for service, solving every issue with less effort and better outcomes,” Zendesk CEO Tom Eggemeier said in a statement. “Our network of AI agents built with service at the heart works like a well-trained search and rescue team, ensuring every interaction leads to a resolution. And as the only large service software provider offering outcome-based pricing, we make sure customers only pay for problems that are resolved — not for interactions or failed attempts. Resolutions are the future of customer service, and Zendesk is leading this revolution.”
The Silicon Valley company announced several products today, including the AI Agent Builder, a platform for businesses to create customized AI agents; Zendesk Knowledge Builder, which uses AI to analyze past tickets and key business context “to create a ready-to-use knowledge base”; AI Reasoning Controls, which shows businesses how and why AI interprets customer requests and chooses certain responses; and AI Insights Hub, an operations center that shows all active AI features and key usage metrics.
Nearly every major software vendor is piling on in the agentic AI space because that is where IT spending is now, and where it will accelerate throughout the rest of the decade.
Vantiq CEO Marty Sprinzen anticipates a $100 billion enterprise AI market by 2030. McKinsey, Gartner and IDC suggest autonomous agents and real-time AI systems will account for a significant portion of the growth. By 2026, Gartner predicts autonomous agents will handle 30% of enterprise decision-making in complex environments, up from less than 5% today.
“Zendesk’s launch of the AI-Powered Resolution Platform marks a significant step forward in enhancing customer and employee service experiences. By integrating advanced AI capabilities with human expertise, Zendesk has the potential to position itself as a leader in the evolving landscape of AI-driven solutions,” Daniel Newman, CEO of The Futurum Group, said in a statement. “As businesses increasingly adopt these technologies, the focus on delivering seamless, efficient service will undoubtedly shape the future of customer engagement.”
By 2030, agent-based AI is projected to automate tasks accounting for more than $6 trillion in the global labor market, according to a Futurum report commissioned by Salesforce Inc., one of the software companies leading the charge into agentic AI.
