Zendesk launches new AI capabilities for the Resolution Platform, creating the ultimate service experience for all
Presented by Zendesk
Zendesk powers nearly 5 billion resolutions each year for more than 100,000 customers worldwide, with approximately 20,000 of its customers (and growing) using its AI services. Zendesk is poised to generate approximately $200 million in AI-related revenue this year, double that of some of its largest competitors, while investing $400 million in R&D. Much of that research is focused on upgrading the Zendesk Resolution platforma complete AI-first solution for customer service, agent services and contact center teams, announced on Stories last March.
During the AI Summit, Chief Executive Officer Tom Eggemeier, along with members of the Zendesk team, took the stage to announce a number of key enhancements, including voice AI agents, video calling and screen sharing for Zendesk Contact Center, and improved IT asset management, as well as the introduction of next-generation analytics, in the wake of its launch. acquisition of HyperArc.
“We have built the only platform that is purpose-built for service and purpose-built for AI,” said Eggemeier. “That focus is why we are a leader in AI for all types of services. And it’s why we can deliver what no one else can for every service need you have in your organization.”
New possibilities for use cases and businesses
At its core, the Resolution Platform powers autonomous AI agents that solve complex problems in real-time, leveraging leading LLMs such as GPT-5, developed in partnership with OpenAI, and supporting Model Context Protocol (MCP) to instantly access data, streamlining workflows and improving autonomous problem solving.
“Since our launch in March, we’ve been building rapidly, focused on making AI agents smarter, more agile, and ready for even more channels,” said Shashi Upadhyay, president of product, engineering and AI at Zendesk. “And now these AI agents are getting even better. They work across messaging, email, and now voice. They’re getting smarter; they can handle multiple intentions in a single message and detect, remember, and solve many problems at once.”
The only platform with native built-in QA. Resolutions are automatically scored down to the conversation level, so teams can track the quality of resolutions at scale. These insights are crucial for startups. They show not only what worked, but also what needs to be fixed before it costs them time, reputation or growth, and most importantly, fits within a startup budget. That’s because Zendesk is the only company that charges only for successful solutions, which are verified through the industry’s longest validation period, with two layers of quality controls.
Making the product CX admin a hero
Zendesk demonstrated the platform’s new features by highlighting the product launch of a hypothetical wearable device company. Service leaders at every stop along the product launch journey – from design to production – manage emerging issues with the support of the upgraded Resolution Platform.
For a global manufacturer building complex, state-of-the-art wearable technology, the pressure begins as soon as a new product hits the market, the tickets start rolling in and a backlog piles up.
“It’s not a product problem, it’s a solution bottleneck,” Upadhyay said. But, he added, “What once took days can now be resolved immediately.”
The new Zendesk Admin Copilot is specifically designed to help human agents by helping them discover what’s not working, what to do next, and make changes quickly. It identifies operational issues such as missing intent tags, broken internal processes, or routing conflicts that delay resolution. Copilot explains in clear language what is happening, recommends specific solutions and, with administrator approval, can implement the changes itself. It is based on live Zendesk data such as tickets, triggers and knowledge, so that every recommendation is specific, timely and based on how the service operation is actually running.
Once the administrator has identified the problem and implemented a solution, the next step is to ensure everyone has access to the right knowledge to support the problem. For many organizations, that information lives outside of Zendesk. The newly launched Knowledge Connectors allow administrators to pull in relevant content, such as configuration guides or policy details, without having to migrate anything, so that both human and AI agents have access to real-time instructions tied to the exact product version.
The admin also creates a smarter feedback loop with the new Action Builder, which automatically sends tags, summaries, and notifications to the product team via Microsoft Teams.
And finally, Zendesk HyperArc will provide customers with insights that combine AI and human analysis into a clear, story-driven view of what’s happening and why, rather than siled dashboards or static reports.
“With these innovations, changes in the factory occur quickly, tickets are routed cleanly, support agents know what to say, engineering sees real signals instead of scattered anecdotes, and customers who just want the product to work get fast, reliable solutions,” said Upadhyay. “The CX Admin becomes the silent hero of the manufacturer’s story.”
Solutions for the retail CX leader
As a CX or contact center leader for a retail company, when a must-have wearable hits the market, how can you deliver service for your new blockbuster product that feels personalized and consistent when your team is working across multiple countries, channels, and customer expectations at once?
“Intelligent automation not only streamlines operations, but also improves the customer experience across borders and channels,” said Lisa Kant, senior vice president of marketing at Zendesk.
Zendesk’s Voice AI Agents are fully autonomous AI agents designed to understand natural speech, take action, and solve problems without escalating. They can verify identity, track orders, update deliveries, and answer installation questions in multiple languages, all while keeping the brand experience consistent. Meanwhile, Video Calling allows a live agent to initiate a video session, confirm that the device is working, and guide the customer through configuration or troubleshooting.
And because a help center is a critical part of delivering great service, especially when scaling quickly to multiple countries and languages, Zendesk built Knowledge Builder, an AI-powered tool that allows teams to automatically build and maintain their help center content. It analyzes real customer conversations and turns them into localized help articles for popular issues.
Giving IT leaders a strong edge
When a company adopts that new product, it becomes critical to resolve issues quickly to ensure employee productivity remains high. Available in early access in November, Zendesk’s new employee service offering, IT Asset Management (ITAM), natively integrates service and asset data into the Zendesk service desk to help IT move from reactive problem solving to proactive service.
Now, when a vague “Tablet not working” ticket comes in, Zendesk ITAM pulls the device information directly into the ticket, so IT knows exactly what they’re dealing with. Zendesk Copilot uses that same asset data to recommend model-specific troubleshooting steps. And with Knowledge Connectors, these steps can be pulled directly from SharePoint or Confluence, without migration. If the solution doesn’t work, the IT specialist will confirm within seconds that the device is under warranty and issue a replacement device, without any back and forth.
With real-time visibility into all hardware assets, the IT leader can spot patterns before they turn into a flood of tickets or outages at the point of care, helping IT resolve issues faster and prevent problems before they occur.
“With Zendesk, IT doesn’t just respond to issues; it sets the standard for how proactive employee service is delivered,” said Upadhyay.
To learn about Zendesk’s latest updates and improvements, and to watch a conversation with Zendesk’s special guest, LinkedIn co-founder Reid Hoffman, and more: watch the full videos here. And for the latest updates, detailed information and product availability, visit Zendesk’s official announcement page.
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