Singapore – Zendesk, an agentic AI-powered service firm, has recently introduced the Zendesk Resolution Platform designed to transform customer experience.
This new platform brings together advanced capabilities like Zendesk AI Agents, a unified knowledge graph, integrations and automations, governance controls, and in-depth analytics.
As a new platform, Zendesk’s latest solution is composed of five foundational components, namely Zendesk agents, a comprehensive knowledge graph, actions and integrations, governance and control, and measurement and insights.
The platform, in particular, features next-generation Zendesk AI Agents, built to elevate service delivery with quicker, more accurate responses that ensure every customer interaction is handled with precision. These new Zendesk AI Agents reason, learn, and adapt to even the most complex enquiries, providing customers with real resolutions.
Another significant upgrade is an upgraded AI agent builder that offers a dynamic platform for businesses to develop and customise AI agents tailored to their unique service needs. Said agent enables a more personalised customer experience and saves admins time.
Zendesk’s latest Copilot enhancements further allow businesses to effortlessly connect both Zendesk knowledge bases and external systems, empowering Copilot to independently execute essential business tasks for agents.
Under the comprehensive knowledge graph, the firm also said that it consolidates service knowledge for immediate access by Zendesk agents. This robust foundation powers over 50,000 active service knowledge bases, making it the largest service-specific resource globally.
Zendesk Knowledge Builder, on the other hand, leverages AI to analyse past tickets and key business context to create a ready-to-use knowledge base, ensuring timely access to the right information for faster resolutions for those starting without a fully developed knowledge base.
A new generative search feature also provides immediate answers right at the top of the help centre and eliminates the need to sift through links. Unlike competitors, generative search will be included in every Zendesk plan.
Meanwhile, in actions and integrations, the company shared that the new action builder empowers businesses to easily connect and automate AI and human agent workflows across any system without coding.
With this, businesses can easily develop the connected service experiences they need and that their customers crave, all within Zendesk and free from expensive vendors and custom development.
Similarly, the app builder is a new no-code solution for building apps in Zendesk, leveraging generative AI. Using App Builder, admins can develop custom apps using natural language prompts.
In terms of governance and control, AI reasoning controls provide real-time visibility into the AI agent’s thinking. Businesses can now see how their AI interprets customer requests, why the AI chooses certain responses, and where to refine the agent’s behaviour – ensuring it operates exactly the way businesses intend.
Lastly, for measurement and insights, the Custom Quality Assurance (QA) surfaces hidden insights, giving businesses complete visibility into service quality. According to the firm, Custom QA doesn’t stop at ticket scoring or agent coaching either; it can generate reports, such as ones that show every ticket where customers are discussing competitors.
The AI Insights Hub is also a centralised AI operations centre that shows all of the AI features that are active and highlights key usage metrics. Admins also get AI-driven recommendations, whether it’s suggesting automating responses or refining workflow routing rules.
Commenting about the latest initiative, Tom Eggemeier, CEO at Zendesk, said, “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.”
“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,” explained Eggemeier.
Mitch Young, senior vice president of APAC at Zendesk, stated, “The pace of business in APAC is fast, and supporting solutions need to provide value while keeping pace with the rate of growth. By providing a direct path to outcomes, the Zendesk Resolution Platform delivers quick, clear and insight-driven solutions. CX Trendsetters in APAC say they are 172% more likely to report high ROI from AI, and a big part of this is a supercharged AI agent equipped with the tools to arrive at resolutions with speed and precision.”
“CX leaders in APAC recently told us that they expect the majority of custom interactions to be resolved without human intervention in the next few years. We’re delivering that future to businesses in APAC – today!,” remarked Young.
Meanwhile, Daniel Newman, CEO at The Futurum Group, said, “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.”
“As businesses increasingly adopt these technologies, the focus on delivering seamless, efficient service will undoubtedly shape the future of customer engagement,” he added.
“The new employee service suite is easy to implement and scale across departments, ensuring quick time to value and a low total cost of ownership. Zendesk future-proofs employee service with an easily integrable, adaptable, and customisable solution that empowers organisations to navigate a rapidly evolving workplace while leveraging the power of Agentic AI,” Eggemeier further shared.
By combining human expertise with advanced technology, the Zendesk Resolution Platform enables businesses to provide outstanding service and streamline issue resolution.
