Zendesk unveils AI-powered resolution platform to improve customer service

Customer experience (CX) solutions provider Zendesk has unveiled its AI-powered Resolution Platform at its annual Relate conference, marking a significant shift in customer service technology. The platform integrates artificial intelligence with human expertise to improve issue resolution, offering businesses a more efficient way to handle customer interactions.

CEO Tom Eggemeier described the new system as a step towards making AI-driven service more effective. He emphasised that the platform ensures every issue is resolved with minimal effort while introducing an outcome-based pricing model, where customers pay only for resolved problems rather than interactions.

In India, Zendesk sees strong potential for Artificial Intelligence (AI)-powered customer service solutions. Maureen Chong, Regional Vice President for Asia and India, highlighted how businesses in the region are looking for smarter and more efficient service technologies. She noted that the Resolution Platform, combined with its pricing model, would help Indian companies enhance their customer and employee service operations.

The platform introduces several key features, including Zendesk AI Agents, designed to improve response accuracy and efficiency. A new Knowledge Graph consolidates service-related data, while AI-driven tools such as Knowledge Builder and Generative Search help businesses organise and access information more effectively. Additionally, Action Builder and App Builder allow companies to automate and customise workflows without complex coding.

Zendesk has also focused on transparency and control by introducing AI Reasoning Controls, which let businesses see how AI interprets and responds to customer queries. New measurement tools, such as Custom Quality Assurance and the AI Insights Hub, provide businesses with deeper insights into customer interactions.

Beyond customer service, Zendesk has expanded its offerings to internal support teams with the launch of the Employee Service Suite. This system is tailored for HR and IT teams, integrating AI-driven tools to streamline employee support services.

The company is also upgrading its enterprise contact centre solution, powered by AWS, and has announced plans to acquire Local Measure to enhance voice capabilities. Zendesk said these developments aim to simplify call centre operations while maintaining the functionality of a full-scale contact centre.

Industry analyst Daniel Newman from The Futurum Group described Zendesk’s latest AI-driven solutions as a significant advancement in the customer service sector, positioning the company as a leader in AI-integrated service technology.