Zendesk has acquired Unleash, an AI-driven enterprise search platform that connects knowledge across disparate systems. This move integrates advanced search and retrieval capabilities into Zendesk's employee service offerings, enabling faster, secure, and compliant answers directly within collaboration tools.
Unleash's technology excels in enterprise-grade search, leveraging retrieval-augmented generation (RAG) that respects company permissions across extensive content sources. This ensures responses are accurate, compliant, and tailored to organizational data policies.
The platform's connector library applies secure access controls dynamically during queries, preventing unauthorized information exposure while providing contextual insights from siloed systems.
A key feature is the deployment of AI knowledge agents natively within Slack and Microsoft Teams. These agents deliver instant answers in the flow of work, with built-in mechanisms for smooth handoffs to human experts when complex issues arise.
This integration minimizes disruptions, allowing employees to resolve queries without switching tools or contexts.
By embedding Unleash, Zendesk unifies internal knowledge with existing workflows for case management, automation, and analytics. This accelerates issue resolution for high-priority employee support scenarios and automates routine inquiries.
The acquisition also bolsters Zendesk's customer service capabilities, applying the same AI governance, security, and escalation features to external interactions.
Shashi Upadhyay, President of Product, Engineering and AI at Zendesk, highlighted the strategic importance: "As organizations rapidly adopt AI, rethinking how they deliver internal employee support is becoming mission-critical. Zendesk's acquisition of Unleash puts AI directly in the flow of work, delivering secure, permission-based answers from across company systems so employees get instant self-service with seamless handoffs to human experts when needed."
Itay Itzhaki, Co-founder and CEO at Unleash, added: "This acquisition aligns directly with our mission to make information accessible and actionable right where work happens. Our AI-powered search and retrieval technology will help companies deliver faster, smarter employee support by making knowledge easier to access and use – all while keeping security and privacy at the forefront."
This combination positions Zendesk to lead in AI-powered service, bridging internal and external support with secure, efficient knowledge delivery.
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.
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