Zendesk, the world’s leading AI service provider, announced significant advancements in its Resolution Platform at its AI Summit, designed to help organizations manage increasingly complex and high-volume customer and employee interactions. The AI-first platform equips Customer Service, Employee Service, and Contact Center teams with intelligent tools to resolve issues faster and deliver superior outcomes.
The Resolution Platform powers AI Agents that manage a significant portion of nearly 5 billion issues resolved annually, reaching more channels and customers than any other solution. Leveraging advanced LLMs like GPT-5 and the Model Context Protocol (MCP), these AI Agents outperform traditional systems by handling complex, multi-step problems, streamlining workflows, and accelerating resolution. Zendesk’s AI solutions have achieved widespread adoption, with nearly 20,000 customers and a projected AI Annual Recurring Revenue of $200 million in 2025, reflecting strong market growth.
Zendesk’s latest platform enhancements focus on speeding resolution, increasing value, and building trust in AI-driven service. Key innovations include:
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Autonomous Voice AI Agents: Deliver intelligent, conversational experiences for customer interactions.
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Video Calling and Screen Sharing: Real-time collaboration tools integrated into Zendesk Contact Center.
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Employee Service Enhancements: IT Asset Management provides full device visibility, accelerating issue resolution.
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Advanced Productivity Tools: Admin Copilot, Knowledge Builder, Action Builder, and App Builder streamline workflows.
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Next-Generation Analytics: HyperArc’s AI-driven insights deliver actionable intelligence for superior decision-making.
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These updates position Zendesk as the only service platform purpose-built for the AI era, combining intelligent automation, advanced analytics, and personalized solutions across customer and employee service channels.
“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. As more organizations rely on Zendesk AI, we’re changing the way service gets done. It’s a clear sign that our focus on innovating faster than ever is paying off, helping us deliver real value across industries. We’re the AI service provider of choice for more companies than any other, and we’re committed to helping customers cut through complexity and create lasting impact.”
“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. With an emphasis on real-time issue resolution over service interactions, powered by customer insights, organizations can more effectively meet customer outcomes and realize measurable ROI. With HyperArc’s AI-driven analytics, Zendesk improves its ability to address challenges in service operations, helping organizations drive impactful outcomes.”