Powered by Zendesk Agentic AI, the Zendesk Resolution Platform is aimed at redefining customer experience (CX)
Zendesk has sparked a new revolution in the customer experience and service industry with an enhanced suite of Agentic AI-powered capabilities, wooing millions of users with a flurry of exciting announcements. Origin: The Zendesk Relate 2025. Now, users can unlock seamless customer interactions with the Zendesk Resolution Platform, fueled by the advanced AI capabilities of Zendesk Agentic. It’s the real thing for the service industry, which for a long time has been underwhelmed by the failing outcomes of AI agents and virtual assistants. Watching Zendesk launch the Zendesk Resolution Platform and AI Agent Builder proved to be a thrilling experience.
Here’s more from our AITechnology Insights reporters.
Introducing the Zendesk Resolution Platform
At its annual Relate conference, Zendesk, the leader in AI-powered service innovation, announced the launch of the Zendesk Resolution Platform, a groundbreaking solution designed to transform the customer experience. This cutting-edge platform combines the power of AI, human expertise, and advanced tools to deliver exceptional service and issue resolution.
The Zendesk Resolution Platform is built on the foundation of Zendesk’s Agentic AI technology, which has been redefining the boundaries of customer service. This comprehensive platform includes a suite of innovative features, including:
- AI Agents: AI-powered chatbots that provide 24/7 support and resolve issues efficiently
- Knowledge Graph: A vast repository of knowledge that enables agents to access relevant information quickly
- Actions and Integrations: Seamless integration with existing systems and tools to streamline workflows
- Governance and Control: Robust controls to ensure data security and compliance
- Measurement and Insights: Real-time analytics and insights to track performance and optimize service
By harnessing the power of AI and human expertise, the Zendesk Resolution Platform empowers businesses to deliver personalized, efficient, and effective service that exceeds customer expectations. With this platform, companies can ensure a clear path to issue resolution, build trust, and foster long-term relationships with their customers
At the live event, Tom Eggemeier, CEO of Zendesk said, “The only metric that matters in customer service is resolution. 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,” said
Tom added, “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. And, as the only large service software provider offering outcome-based pricing, we make sure customers only pay for problems that are resolved – not for interactions or failed attempts. Resolutions are the future of customer service, and Zendesk is leading this revolution.
Ushering the Era of Un-CaaS
The Zendesk Resolution Platform is a groundbreaking solution designed to transform CX. This comprehensive platform is built on five core components, each featuring new products and features that will revolutionize the way businesses deliver service.
Zendesk Agents: The Future of Service Delivery
Zendesk AI agents are a connected system of super-intelligent tools. The next-gen Zendesk AI Agents are designed to provide faster, more accurate responses to customer inquiries, ensuring that every interaction is handled with precision and care. These AI agents can reason, learn, and adapt to even the most complex inquiries, providing customers with real resolutions.
The Upgraded AI Agent Builder is a dynamic platform that allows businesses to create customized AI agents tailored to their unique service needs, enabling a more personalized customer experience and saving admins time. The new Copilot enhancements enable seamless integration with external systems, allowing Copilot to autonomously run key business procedures on behalf of agents.
Comprehensive Knowledge Graph: The Largest Service-Specific Resource Globally
The Zendesk Knowledge Graph consolidates service knowledge for immediate access by Zendesk agents. This robust foundation powers over 50,000 active service knowledge bases, making it the largest service-specific resource globally. Businesses can easily index and connect their own knowledge sources without any of those erratic complex setups.
The Zendesk Knowledge Builder uses AI to analyze past tickets and key business context to create a ready-to-use knowledge base, ensuring timely access to the right information for faster resolutions. The new Generative Search feature provides immediate answers right at the top of the help center, eliminating the need to sift through links.
Actions and Integrations: Streamlining Workflows
Action Builder enables businesses to seamlessly integrate and automate AI and human agent workflows across various systems—no coding required. With Action Builder, businesses can easily create the connected service experiences they need and that their customers crave, all within Zendesk Resolution Platform and free from expensive vendors and custom development.
App Builder is a no-code tool in Zendesk that lets admins create custom apps using generative AI and natural language prompts—no coding needed.
Governance and Control: Transparency and Visibility
AI Reasoning Controls give real-time visibility into the AI agent’s thinking. Businesses can now gain insight into how their AI interprets customer requests, why it selects certain responses, and where to fine-tune its behavior—ensuring it functions exactly as intended.
Measurement and Insights: Unlocking Hidden Insights
Custom Quality Assurance (QA) is the only service QA that scores 100% of interactions across human and AI conversations. Now, powered by generative AI, Custom QA uncovers hidden insights, giving businesses full visibility into service quality. It goes beyond ticket scoring and agent coaching, generating reports that highlight key trends—like tickets where customers mention competitors.
The AI Insights Hub is a centralized AI operations center that shows all of the AI features that are active and highlights key usage metrics. Admins also receive AI-powered recommendations, from automating responses to optimizing workflow routing rules.
Intent Amplify: Insights Amplified for the CX, IT, and HR Professionals
Intent Amplify’s Global Head of Marketing and Chief AI Publisher, Sudipto Ghosh, interacted with the Zendesk AI platform. He posed a question to the Live Q&A platform. Sudipto asked, “Zendesk for HR and employee service is a thrilling development for the EX landscape. What does your product roadmap look like for AI Agent Builder for HR and ES teams?”
Zendesk’s Chelsey Chambers answered, “Hi Sudipto! We love the excitement! The great thing is, all the features and innovations you see here will be part of the Employee service solution in addition to all the ES Specific features!”
Widson Reis added, “We announced our intent to acquire Local Measure, a CCaS platform built on Amazon Connect. For customers, this means a new voice solution integrated into Zendesk, which is a more robust option than our native Talk, powered by Amazon Connect.”
In conclusion, the Zendesk Resolution Platform is a game-changer for customer service, empowering businesses to deliver exceptional service and ensure a clear path to issue resolution. With its cutting-edge AI technology, comprehensive knowledge graph, and seamless integrations, this platform is poised to revolutionize the way businesses interact with their customers.
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