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Zendesk, the world's leading AI service provider, announced major AI innovations at its AI Summit on October 8, 2025, enhancing its Resolution Platform to handle complex customer and employee interactions efficiently. These breakthroughs integrate smarter automation, collaboration tools, and deeper insights across AI Agents, Employee Service, and Contact Center as a Service (CCaaS), empowering teams to resolve issues faster and deliver superior outcomes.
Zendesk launches AI advancements for Resolution Platform, boosting AI Agents and CCaaS.
Voice AI Agents enable autonomous resolution using GPT-5 and Model Context Protocol (MCP).
Admin Copilot and Action Builder streamline admin tasks and workflows.
Video Calling and Screen Sharing enhance real-time collaboration in Contact Center.
Employee Service gains IT Asset Management for device visibility.
Projected $200 million AI Annual Recurring Revenue for 2025, serving nearly 20,000 customers.
The Resolution Platform now supports AI Agents that resolve nearly 5 billion issues annually across more channels than competitors. Leveraging advanced LLMs like GPT-5 and MCP for instant data access, these agents manage multi-step problems, outperforming traditional bots. New features include:
Voice AI Agents: Autonomous agents for voice interactions that understand natural speech and resolve issues without escalation (Early Access Program).
Admin Copilot: Proactive AI assistant providing summaries, insights, and recommendations via conversational tools (Early Access Program).
Action Builder: Low/no-code tool for workflows with connectors to OpenAI, Shopify, Confluence, Microsoft Excel, Teams, and Outlook (General Availability).
App Builder: Enables agents to create custom apps without coding (General Availability).
Knowledge Connectors: Integrates external sources like Confluence and Google Drive without data migration (General Availability).
Knowledge Builder: AI-driven knowledge base creation from tickets and context (General Availability).
Advanced Insights via HyperArc: Narrative insights combining AI and human analysis for trend detection (Launching Soon).
"Today's customers want more than just quick responses – they expect issues fully resolved," said Tom Eggemeier, Zendesk CEO. "While many speak of AI as a distant promise, Zendesk is distinguished by our tangible, realized products already reshaping service today."
Zendesk Contact Center gains transformative features for high-touch interactions:
Video Calling & Screen Sharing: Live video support for agents to visualize customer issues and build trust (Early Access Program).
Voice AI Agents: Integrated for seamless, autonomous voice resolutions (Early Access Program).
These tools enable real-time collaboration, reducing resolution times and enhancing empathy in diverse markets.
Enhancements focus on asset visibility and integrated support:
Zendesk IT Asset Management: Native integration for complete hardware oversight, accelerating IT resolutions (Early Access Program).
Service Catalog: Employee self-service for requesting services and assets via the help center.
Microsoft Copilot Integration: AI-powered Zendesk support within Microsoft 365 apps.
With nearly 20,000 customers and $200 million in projected AI ARR for 2025, Zendesk leads AI service adoption. The platform's focus on real-time resolution drives ROI through customer insights.
"Zendesk is setting itself apart in the crowded AI-powered service market," said Sudhir Rajagopal, Research Director at IDC. "The combination of AI Agents with an integrated platform covering Contact Centers and Employee Service offers more than just innovation, it drives tangible business results."
Zendesk's AI advancements position the Resolution Platform as the definitive solution for the AI era, combining automation with human expertise to foster efficiency, trust, and growth. For updates, visit Zendesk's Announcements page.
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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