Zendesk Adds New AI Tools to Service Platform
Zendesk, a provider of a customer service and engagement platform, announced new AI features for its Resolution Platform aimed at speeding up customer and employee support, including autonomous voice agents, video calling and screen sharing for its contact center, and IT asset management for employee service. The update also adds tools such as Admin Copilot, low-code/no-code workflow builders, and analytics from its HyperArc acquisition, the company said.
Zendesk said its AI agents already help resolve part of nearly 5 billion issues handled annually, with about 20,000 customers using Zendesk AI and projected AI annual recurring revenue of $200 million this year. Some features are in early access, others are generally available, with additional releases to follow.
"Zendesk is setting itself apart in the crowded AI-powered service market," said Sudhir Rajagopal, Research Director at IDC, in a statement. "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."
Posted by Pure AI Editors on 10/20/2025