October 08, 2025
Zendesk Adds Voice AI and Video Support to Speed Service
Zendesk has introduced major updates to its Resolution Platform, adding voice AI and video support to help service teams work faster and more effectively. The enhancements, announced at the company’s AI Summit, cover customer service, employee support, and contact centre operations.
The platform’s AI agents already manage a significant portion of the nearly five billion issues Zendesk resolves annually. Using advanced language models such as GPT-5 and the Model Context Protocol (MCP), these agents can handle multi-step problems autonomously, accessing real-time data to speed resolution. Nearly 20,000 customers are now using Zendesk AI, with AI-related annual recurring revenue projected at $200 million this year.
Voice AI for Faster Resolution
The new Voice AI Agents can understand natural speech, act on requests, and resolve issues without escalation. This development aims to reduce contact centre load and accelerate problem-solving, particularly for complex customer interactions.
Furthermore, Zendesk has added Video Calling and Screen Sharing to the contact centre, enabling agents to see exactly what customers see in real time. This makes it easier to solve complicated issues, provide guidance, and maintain trust in interactions that benefit from a more personal touch.
Streamlining Employee Service
The platform’s enhancements also extend to internal support teams. IT Asset Management provides full visibility into company-issued devices, helping IT staff resolve issues more efficiently. Employees can request resources through a new Service Catalogue, and integration with Microsoft Copilot brings Zendesk support directly into the apps employees use daily.
The company has also added AI-driven tools to assist administrators and agents. Admin Copilot provides summaries, insights, and recommendations, while Action Builder and App Builder allow workflow automation and custom app creation without coding. Knowledge Builder and Knowledge Connectors generate and organise content from both internal and external sources. Analytics from the HyperArc acquisition help identify trends, highlight service gaps, and support proactive management.
Toward a Unified Service Experience
With these updates, Zendesk aims to connect customer, employee, and contact centre operations into a more seamless, AI-driven service platform. The additions of voice AI and video support reflect the platform’s focus on faster, more efficient resolution for both employees and customers.
Tom Eggemeier, Zendesk CEO, said: “While many speak of AI as a distant promise, Zendesk is distinguished by our tangible, realised products already reshaping service today. As more organisations rely on Zendesk AI, we’re changing the way service gets done.”
