Zendesk today introduced Employee Service AI Agents and Advanced Action Flows to resolve complex employee requests from end to end—helping employees get back to work faster and enabling IT, HR, and workplace teams to deliver better outcomes with less administrative effort. Employee Service AI Agents understand what employees need and determine how to help. Advanced Action Flows give them skills to do so administrator-built workflows that carry out tasks in line with organizational policies and goals.
Quick Intel
- Zendesk introduces Employee Service AI Agents take employee requests from question to outcome specialized AI agents resolve complex requests end-to-end give employees faster path support saving customers estimated 500,000 hours manual work.
- Employee Service AI Agents understand what employees need determine how help Advanced Action Flows give them skills administrator-built workflows carry out tasks in line organizational policies goals together enable organizations automate multi-step employee service processes from onboarding to offboarding includes access approvals laptop lifecycle management employment verification letters badge access.
- Employee service requests rarely follow single path setting up new employee requires coordinating hardware setup system access paperwork across multiple teams approvals when requests stall during manual handoffs productivity drops before day one finishes organizations must move beyond answering individual questions automate entire process from request to outcome Employee Service AI Agents Advanced Action Flows handle coordination behind complex processes reducing work otherwise require hours manual work.
- Capabilities already driving significant operational impact first five weeks early access 300 customers drove 6 million workflow executions with Advanced Action Flows saving estimated 500,000 hours manual work estimate based conservative industry benchmark five minutes saved per workflow execution.
- To deliver experience capabilities address three stages employee support simplifying workflow creation automating multi-step tasks across systems resolving requests directly inside daily workspaces create deploy automations faster IT admins can create test refine complex automations simply describing what they need natural language eliminating tedious manual configuration traditional drag-and-drop workflows automate cross-system tasks end-to-end from device application requests to workplace safety cases often span multiple systems help teams identify configure right integrations generate business logic connect them extends AI beyond workflow creation make entire automation lifecycle from setup through execution fully agentic deliver outcomes where employees work connected Advanced Action Flows employees can make requests tools they already use such as Slack Microsoft Teams AI Agent coordinates work across back-end systems employees can get help without switching applications following-up across multiple channels.
AI Should Do More Than Answer Employees Questions - It Should Help Get Their Work Done The Way They Intended To
"AI should do more than answer employees' questions - it should help get their work done the way they intended to," said Shashi Upadhyay, President of Product, Engineering, and AI at Zendesk. "Too often, employees lose time chasing approvals and navigating internal systems instead of doing the work they were hired to do. With Advanced Action Flows, our specialized AI agents can draw on workflows that move employee requests through the steps needed to reach a resolution. That's the promise of an agentic employee experience: less friction for employees and more time for the work that matters."
About Zendesk
Exceptional service means never having to repeat yourself, whether you are a customer seeking help or an employee looking for answers. Zendesk orchestrates every service experience—wherever work happens—by powering an autonomous service workforce of AI agents, automation, and human expertise so every moment feels continuous, personal, and focused on real resolution. The Zendesk Resolution Platform unifies your workforce into a single system that improves with every interaction. Our discipline is simple: AI is the means, outcomes are the identity and enduring relationships are the result.
