New capabilities by Zendesk boost AI Agents, Employee Service, and CCaaS with smarter automation, better collaboration, and deeper insights – delivering outcomes businesses and customers want.
Zendesk, the AI service provider, has announced new AI innovation at its AI Summit, designed to strengthen its Resolution Platform.
In response to increasingly complex and high-volume customer and employee interactions, Zendesk’s complete AI-first solution – purpose-built for service – empowers Customer Service, Employee Service and Contact Centre teams with the capabilities to resolve issues more efficiently and deliver better outcomes.
The Resolution Platform powers AI Agents that handle a major portion of nearly 5 billion issues resolved annually, reaching more channels and customers than any other solution.
These agents outperform legacy systems and traditional bots by effortlessly managing complex, multi-step problems using advanced LLMs like GPT-5 and the Model Context Protocol (MCP) for instant data access, streamlining workflows and accelerating problem resolution.
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Building on this momentum, Zendesk’s latest advances speed resolution, enhance value, and strengthen trust in AI service by combining intelligent automation, streamlined workflows, and advanced analytics to personalise solutions.
Highlights include Voice AI Agents, transforming customer interactions with seamless, intelligent conversations. Video Calling and Screen Sharing, designed specifically for Zendesk Contact Center, enable real-time collaboration.
Employee Service is optimised through IT Asset Management, offering full device visibility for faster resolution.
Capabilities such as Admin Copilot, Knowledge Builder, Action Builder, and App Builder boost productivity, while next-generation analytics from the HyperArc acquisition deliver unparalleled insights – positioning Zendesk as the only service platform purpose-built for the AI era.
“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.”
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“As more organisations rely on Zendesk AI, we’re changing the way service gets done. It’s a clear sign that our focus on innovating faster than ever is paying off, helping us deliver real value across industries.”
“We’re the AI service provider of choice for more companies than any other, and we’re committed to helping customers cut through complexity and create lasting impact.”
Key upgrades to the Resolution Platform include:
AI & Automation Advancements
Intelligent, AI-powered tools streamline workflows, automate tasks, integrate knowledge, and deliver personalised, resolution-driven experiences – backed by advanced insights from HyperArc.
- Voice AI agents: Fully autonomous AI agents powered by agentic AI, built for voice to understand natural speech, act, and resolve without escalation.
- Admin Copilot: Proactive AI assistant for service admins that integrates summaries, insights, recommendations, automation, and proactive guidance through conversational tools.
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- Action Builder: Low/no-code tool for creating workflows and automations with new connectors to OpenAI, Shopify, Confluence, plus Microsoft Excel², Teams³ and Outlook.
- App Builder: Allows agents to build and deploy custom apps without coding.
- Knowledge Connectors: Integrates external knowledge sources like Confluence, Google Drive, and SharePoint, without migrating data, supporting AI and human agents.
- Knowledge Builder: Uses AI to create and organise a knowledge base from past tickets and business context, filling content gaps automatically.
- Advanced Insights Powered by HyperArc: Combines AI and human analysis to deliver narrative insights, revealing trends and root causes for proactive service management.
New Capabilities Elevating Zendesk Contact Center
An entirely new solution, enhanced with advanced voice and video capabilities.
- Video Calling & Screen Sharing¹: Live video support enables agents to switch to high-touch interactions, seeing exactly what customers see to resolve complex issues with empathy and build trust in new markets.
- Voice AI Agents: Also available within Zendesk Contact Center, fully autonomous AI agents powered by agentic AI, designed to understand natural speech, take action, and resolve issues without escalation.
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Latest Advancements Strengthen Zendesk for Employee Service
Enhancements bring asset visibility, simplified service requests, and AI-powered support in the tools employees rely on every day.
- Zendesk IT Asset Management¹: Complete visibility into company-issued hardware is now natively integrated within Zendesk – bringing service and asset data together to resolve IT issues faster.
- Service Catalogue: Provides a catalogue of services and assets that employees can easily request directly from the help centre.
- Microsoft Copilot Integration: Brings AI-powered Zendesk support directly into the Microsoft 365 apps employees use daily.
“Zendesk is setting itself apart in the crowded AI-powered service market,” said Sudhir Rajagopal, Research Director at IDC. “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.”
“With an emphasis on real-time issue resolution over service interactions, powered by customer insights, organisations can more effectively meet customer outcomes and realise measurable ROI.”
“With HyperArc’s AI-driven analytics, Zendesk improves its ability to address challenges in service operations, helping organisations drive impactful outcomes.”
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