Zendesk Revolutionizes Customer Experience with the Launch of Agentic AI-Powered Zendesk Resolution Platform
Zendesk has introduced the Employee Service Suite, a new solution that enhances employee service. This was announced at the Relate conference in Las Vegas. The suite aims to provide intelligent solutions to improve employee service. Zendesk's focus on Agentic AI-powered service is evident in this new launch. The Employee Service Suite, known as Zendesk Resolution, is set to transform how companies handle employee service.
Zendesk also announces the Employee Service Suite, an intelligent solution that transforms employee service.
Announcement at Relate Conference
Zendesk, a pioneer in Agentic AI-powered service, announced today at its annual Relate conference the launch of the Zendesk Resolution Platform, aimed at redefining customer experience. This platform, purpose-built for service by the largest AI service software provider, introduces a suite of advanced tools that seamlessly integrate Zendesk AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, and measurement and insights. Together with human expertise, the Zendesk Resolution Platform empowers businesses to deliver exceptional service and ensure a clear path to issue resolution.
"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," said Tom Eggemeier, CEO of Zendesk. "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."
Core Components of Zendesk Resolution Platform
Zendesk Agents
Next Generation Zendesk AI Agents designed to enhance service delivery by providing faster, more accurate responses to customer inquiries, ensuring that every interaction is handled with precision and care.
Comprehensive Knowledge Graph
Zendesk Knowledge Graph 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.
Actions and Integrations
Action Builder empowers businesses to easily connect and automate AI and human agent workflows across any system without coding.
Governance and Control
AI Reasoning Controls give real-time visibility into the AI agent's thinking, ensuring it operates exactly the way businesses intend.
Measurement and Insights
Custom Quality Assurance (QA) scores 100% of interactions across human and AI conversations. Custom QA surfaces hidden insights giving businesses complete visibility into service quality.
Expert Insights
"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," said Daniel Newman, CEO of The Futurum Group.
Upgraded Enterprise Contact Center Solution
Zendesk for Contact Center is powered by AWS and enhanced with advanced voice capabilities, redefining the contact center landscape. Zendesk for Contact Center delivers all the capabilities of an enterprise contact center solution, no matter the geography, call volume, or complexity.
Zendesk Employee Service Suite
Zendesk also announced the launch of the Zendesk Employee Service Suite, designed specifically for internal support teams such as IT and HR, offering an intuitive yet powerful solution that equips teams to deliver exceptional employee service.
"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 customizable solution that empowers organizations to navigate a rapidly evolving workplace while leveraging the power of Agentic AI," added Eggemeier.
To catch up on all of the announcements from Relate 2025, please visit www.zendesk.com
About Zendesk: Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Learn more at www.zendesk.com. SOURCE Zendesk, Inc.