Zendesk recently unveiled its Zendesk Resolution Platform at its annual Relate conference, aimed at transforming customer service with advanced AI tools and integrations.
This new platform combines Zendesk’s AI agents, a robust knowledge graph, and seamless integrations to improve service efficiency, helping businesses deliver faster and more accurate resolutions.
The platform includes AI-powered agents that adapt to complex customer queries and an upgraded AI Agent Builder for businesses to create customized agents. Additionally, Copilot enhancements allow AI to autonomously execute tasks and integrate seamlessly with systems like Jira and Slack.
Tom Eggemeier, CEO of Zendesk, said, “The Zendesk Resolution Platform is not just making service faster – it is making Agentic AI actually work for service, solving every issue with less effort and better outcomes.
Our network of AI agents built with service at the heart works like a well-trained search and rescue team, ensuring every interaction leads to a resolution. Resolutions are the future of customer service, and Zendesk is leading this revolution.”
Zendesk’s Knowledge Graph provides businesses with immediate access to over 50,000 service knowledge bases, streamlining the resolution process.
The platform also introduces Generative Search to quickly surface relevant answers in the help centre. With Action Builder and App Builder, businesses can automate workflows and build custom apps using no-code solutions, making Zendesk more flexible for different use cases.
Daniel Newman, CEO of The Futurum Group, said, “Zendesk’s launch of the AI-powered Resolution Platform marks a significant step forward in enhancing customer and employee service experiences.“
Governance and Control features, like AI Reasoning Controls, allow businesses to monitor AI’s decision-making process, while Custom Quality Assurance (QA) ensures service quality by scoring all interactions and surfacing hidden insights.
In addition to customer service innovations, Zendesk introduced Zendesk for Contact Center, an enterprise-grade solution powered by AWS. This solution enhances voice capabilities and integrates AI throughout the entire call journey.
Zendesk for Contact Center is designed to be simpler to set up, use, and maintain, offering a flexible alternative to traditional CCaaS solutions. This makes it suitable for businesses of any size, regardless of call volume or complexity.
Zendesk also launched the Zendesk Employee Service Suite, designed to improve internal support for IT and HR teams. This suite includes pre-trained AI that offers rapid and accurate resolutions for employee service needs, as well as essential tools like service catalogs and HRIS integrations.
Additionally, Zendesk will soon introduce IT Asset Management to help companies track and manage employee hardware and software.
Author: Hannah Swankie
Reviewed by: Jo Robinson
Published On: 28th Mar 2025
Read more about - Latest News, Zendesk
