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Zendesk Launches New AI Capabilities for the Resolution Platform, Creating the Ultimate Service Experience for All

Presented by Zendesk Zendesk powers nearly 5 billion resolutions every year for over 100,000 customers around the world, with about 20,000 of its customers (and growing) using its AI services. Zendesk is poised to generate about $200 million in AI-related revenue this year, double than some of its largest competitors, while investing $400 million dollars in R&D. Much of that research is focused on upgrading the Zendesk Resolution Platform, a complete AI-first solution for customer service, employee service, and contact center teams, announced at Relate this past March. During AI Summit, Chief Executive Officer Tom Eggemeier, along with members of the Zendesk team, took to the stage to announce several major advancements, including voice AI agents, video calling, and screen sharing for Zendesk Contact Center, and improved IT asset management, as well as the introduction of next-generation analytics, in the wake of its acquisition of HyperArc. "We have built the only platform that is purpose-built for service and purpose-built for AI," Eggemeier said. "That focus is why we lead in AI for all types of service. And it is why we can deliver what no one else can for every service need you have in your organization." New capabilities across use cases and companies At its core, the Resolution Platform powers autonomous AI agents that solve complex issues in real time, leveraging leading LLMs like GPT-5, developed in collaboration with OpenAI, and supporting Model Context Protocol (MCP) to instantly access data, which streamlines workflows and improves autonomous problem-solving. "Since our launch in March, we’ve been building fast, focused on making AI agents smarter, more flexible, and ready for even more channels," said Shashi Upadhyay, president of product, engineering, and AI at Zendesk. "And now, these AI agents are getting even better. They work across messaging, email, and now voice. They are getting smarter; able to handle multiple intents in a single message, detecting, remembering, and resolving many issues at once." The only platform with native built-in QA, resolutions are automatically scored down to the conversation level, so teams can track resolution quality at scale. For startups, these insights are critical. They not only show what worked, but what needs fixing before it costs them time, reputation, or growth, and importantly, fit within a startup budget. That’s because Zendesk is the only company that charges only for successful resolutions, which are verified through the industry’s longest validation window, with two layers of quality checks. Making the product CX admin a hero Zendesk demonstrated the platform’s new features by highlighting a hypothetical wearable device company’s product launch. Service leaders at every stop along the product launch journey — from design to manufacturing — manage emerging issues with the support of the upgraded Resolution Platform. For a global manufacturer that builds complex, state-of-the-art wearable tech, the pressure starts the moment a new product hits the market, tickets start pouring in, and a red-flagged backlog piles up. "It is not a product issue, it is a resolution bottleneck," Upadhyay said. But, he added, "What once took days can now be resolved instantly." The new Zendesk Admin Copilot is designed specifically to assist human agents, helping them spot what is not working, what to do next, and carry out changes quickly. It flags operational issues, like missing intent tags, broken internal processes, or routing conflicts that delay resolution. Copilot explains what is happening in plain language, recommends specific fixes, and with the admin’s approval, can make the changes itself. It's grounded in live Zendesk data, like tickets, triggers, and knowledge, so every recommendation is specific, current, and based on how the service operation actually runs. Once the admin identifies the issue and implements a fix, the next step is ensuring everyone has access to the right knowledge to support it. For many organizations, that information lives outside of Zendesk. The newly launched Knowledge Connectors allows admins to pull in relevant content, like configuration guides or policy details, without needing to migrate anything so both human and AI agents have access to real-time instructions tied to the exact product version. The admin also creates a smarter feedback loop with the new Action Builder, which automatically tags, summarizes, and sends notifications to the product team through Microsoft Teams. And finally, Zendesk HyperArc will bring customers insights that combine AI and human analysis in a clear, narrative-driven view of what is happening and why, instead of siloed dashboards or static reports. "With these innovations in place, change at the manufacturing plant cascades quickly, tickets are routed cleanly, support agents know what to say, engineering sees real signals instead of scattered anecdotes, and customers who just want the product to work get fast, reliable resolutions," Upadhyay said. "The CX Admin becomes the quiet hero of the manufacturer’s story." Solutions for the retail CX leader As a CX or contact center leader for a retail company, when a must-have wearable drops, how do you deliver service for your new hit product that feels personal and consistent when your team is stretched across multiple countries, channels, and customer expectations at once? "Intelligent automation doesn’t just streamline operations — it enhances the customer experience across borders and channels," said Lisa Kant, senior vice president of marketing at Zendesk. Zendesk’s Voice AI Agents are fully autonomous AI agents designed to understand natural speech, take action, and resolve issues without needing to escalate. They can verify identity, track orders, update deliveries, and answer setup questions in multiple languages, while keeping the brand experience consistent. Meanwhile, Video Calling lets a live agent spin up a video session, confirm the device is working, and walk the customer through setup or troubleshooting. And because a help center is a critical part of delivering great service, especially when scaling fast across multiple countries and languages, Zendesk built Knowledge Builder, an AI-powered tool that helps teams build and maintain their help center content automatically. It analyzes real customer conversations and turns them into localized help articles for trending issues. Giving IT leaders a strong edge When a company adopts that new product, it becomes critical to resolve issues fast, to ensure employee productivity stays strong. Available with early access in November, Zendesk's new employee service offering, IT Asset Management (ITAM), natively integrates service and asset data together into the Zendesk service desk to help IT move from reactive troubleshooting to proactive service. Now, when a vague “tablet not working” ticket comes in, Zendesk ITAM surfaces the device details right inside the ticket, so IT knows exactly what they are dealing with. Zendesk Copilot uses that same asset data to recommend model-specific troubleshooting steps. And with Knowledge Connectors, those steps can be pulled directly from SharePoint or Confluence without migration. If the fix does not work, the IT specialist confirms in seconds that the device is under warranty and issues a replacement without any back-and-forth. With real-time visibility across every hardware asset, the IT leader can spot patterns before they become a flood of tickets, or failures at the point of care, so IT resolves issues faster and prevents problems before they happen. "With Zendesk, IT is not just reacting to issues — it is setting the standard for how proactive employee service is delivered," Upadhyay said. For more on the latest Zendesk updates and improvements, and to watch a conversation with Zendesk's special guest, co-founder of LinkedIn, Reid Hoffman, and more, watch the full videos here. And for the latest updates, detailed information, and product availability, visit Zendesk’s official announcements page. 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