Zendesk’s Relate shindig is in full swing over in Las Vegas. Following in the footsteps of pretty much every service company, it has rolled out a fresh collection of AI agents and features to support users of the company’s new Resolution customer experience platform.
The Resolution Platform is claimed to take the customer experience to new heights. Purpose-built for the AI-era, it introduces advanced tools that integrate Zendesk AI Agents, a comprehensive knowledge graph, and creative and administrative features. Together with human expertise, Zendesk says the Resolution Platform will empower businesses to deliver a better service and ensure a clear path to customer issue resolution.
Features include five core components, all with new products and features. Zendesk AI Agents improve service delivery by providing faster, more accurate responses to customer enquiries, ensuring that every interaction is efficiently resolved. This new batch of AI agents reason, learn, and adapt to complex inquiries, providing customers with real resolutions.
Another feature is an upgraded no-code AI Agent Builder, it allows firms to create customised AI agents to meet their specific needs, enabling a more personalised customer experience. Copilot is also updated, able to integrate business knowledge from multiple sources, and to run key business procedures on behalf of agents autonomously.
For example, Copilot can generate context-rich responses using the help centre or execute tasks in third-party platforms like Jira or Slack to streamline business workflows.
Harnessing the power of customer service, now for employees
Zendesk also announced the launch of the Zendesk Employee Service Suite. A versatile suite designed specifically for internal support teams such as IT and HR, it offers an intuitive solution that equips teams to deliver exceptional employee service.
Designed for the Agentic AI era, the employee service suite features easy-to-deploy pre-trained AI that provides rapid resolutions and efficient, accurate service to employees. This suite includes essential tools for internal teams, including a service catalogue, new pre-built HRIS integrations, and a tailored agent workspace designed for employee service with task lists, approvals, and out-of-the box templates.
“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,” said Tom Eggemeier, CEO of Zendesk.
Access to a comprehensive knowledge graph
Zendesk Knowledge Graph is a robust foundation that powers over 50,000 active service knowledge bases. Businesses can easily index and connect their knowledge sources without complex setup. It uses AI to analyse past tickets and key business context to create a ready-to-use knowledge base, for those starting from the ground up. A Generative Search feature (part of any Zendesk plan) provides immediate answers to the help centre.
Deeper features including Action Builder and App Builder, no-code features that connect and automate AI and human agent workflows, or build apps across any system without coding. While admins and managers can use AI Reasoning Controls as part of governance and control efforts. These provide real-time visibility into the AI agent’s thinking, eradicating black box issues with earlier AIs. Businesses can see how an AI interprets customer requests, why it chooses certain responses, and where they can refine the agent’s behaviour – ensuring it operates exactly how businesses intend.
Other benefits include a custom Quality Assurance (QA) service that scores all interactions across human and AI conversations. It surfaces hidden insights giving businesses complete visibility into service quality while the AI Insights Hub is a centralised AI operations centre that shows all active AI features, highlighting key usage metrics. With the AI providing admins with quality and service improvement recommendations
AI agents as part of an enterprise contact centre solution
Zendesk for Contact Centre is powered by AWS and provides advanced voice capabilities with Zendesk’s proposed acquisition of Local Measure. This solution delivers all the capabilities of an enterprise contact centre solution, no matter the geography, call volume, or complexity. With AI seamlessly integrated throughout the call journey.
“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 ensure 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.”
“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. “As businesses increasingly adopt these technologies, the focus on delivering seamless, efficient service will undoubtedly shape the future of customer engagement.”
Matthias Göhler, CTO EMEA at Zendesk, added, “With AI transforming service experiences, businesses must ensure their technology is not just powerful, but truly effective in delivering real resolutions. The Zendesk Resolution Platform allows companies to streamline service operations, improve customer engagement, and achieve measurable outcomes—all while reducing operational complexity. Our research shows that about half of customers in EMEA are willing to switch to a competitor after just one bad experience, highlighting the crucial need to prioritise resolutions and enhance customer loyalty.”
With more shiny new AI tools to play with, businesses have many questions to answer. Do they stick with their current product? Scan the road maps of multiple competitors? Or wait and see what a few months bring as more advanced tools appear? Whatever buyers choose, hopefully the result is more satisfied customers and contacts, with less-stressed human agents.