Presented by Zendesk
Zendesk serves nearly 5 billion resolutions every year for over 100,000 customers worldwide, and approximately 20,000 of its customers (and growing) operate its AI services. Zendesk is expected to generate about $200 million in AI-related revenue this year, twice as much as some of its largest competitors, while investing $400 million in research and development. Much of this research focuses on improving Zendesk Resolution Platforma complete AI-powered solution for customer service, employee support and contact center teams, announced at Refer in March last year.
During the AI Summit, CEO Tom Eggemeier and members of the Zendesk team took the stage to announce several major achievements, including AI voice agents, video calling and screen sharing in the Zendesk Contact Center, as well as improved IT resource management, as well as the introduction of next-generation analytics tools in the wake of acquisition of HyperArca.
“We have created the only platform designed specifically for services and built specifically for artificial intelligence,” Eggemeier said. “That’s why we’re a leader in AI for all types of services. And why we can deliver what no one else can for every service your organization needs.”
Up-to-date opportunities across operate cases and businesses
At the core of the resolution platform are autonomous AI agents that solve sophisticated problems in real time, leveraging leading LLM solutions such as GPT-5, developed in partnership with OpenAI, and supporting the Model Context Protocol (MCP) for instant access to data, which streamlines workflows and improves autonomous problem solving.
“Since our launch in March, we have been rapidly evolving with a focus on making AI agents smarter, more agile, and ready for even more channels,” said Shashi Upadhyay, president of product, engineering and artificial intelligence at Zendesk. “And now these AI agents are even better. They operate via messaging, email, and now voice. They are getting smarter; they can handle multiple intents in a single message, detecting, remembering, and solving multiple problems simultaneously.”
The only platform with native built-in quality control, resolutions are automatically graded down to the conversation level, so teams can track resolution quality at scale. For startups, these insights are crucial. They show not only what worked, but also what needs fixing before it costs them time, reputation or growth, and most importantly, is within the startup’s budget. That’s because Zendesk is the only company that only charges for successful solutions that are verified through the industry’s longest review window, which includes two layers of quality control.
Making your product CX admin a hero
Zendesk demonstrated the platform’s novel features with a hypothetical product launch by a wearables company. Service leaders at every stage of product go-to-market – from design to production – manage emerging issues with the support of an enhanced problem-solving platform.
For a global manufacturer creating sophisticated, cutting-edge wearable technology, the pressure begins as soon as a novel product hits the market, applications start pouring in, and the backlog piles up.
“It’s not a product problem, it’s a resolution bottleneck,” Upadhyay said. But he added: “What used to take a few days can now be solved immediately.”
The novel Zendesk Admin Copilot is designed specifically to support people by helping them spot what’s not working, what to do next, and make changes quickly. Indicates operational issues such as missing intent tags, corrupted internal processes, or routing conflicts that delay resolution. Copilot explains in elementary language what is happening, recommends specific corrections and, with the administrator’s consent, can make changes itself. It’s powered by live Zendesk data like tickets, triggers, and knowledge, so each recommendation is specific, up-to-date, and based on actual service performance.
Once an administrator has identified an issue and implemented a fix, the next step is to ensure everyone has access to the appropriate knowledge to handle it. For many organizations, this information resides outside of Zendesk. The newly launched Knowledge Connectors allow administrators to download relevant content, such as configuration guides or policy details, without having to migrate anything, so both agents and AI have access to real-time instructions tied to the exact product version.
The admin also creates a smarter feedback loop with the novel Action Builder, which automatically tags, summarizes, and sends notifications to the product team via Microsoft Teams.
Finally, Zendesk HyperArc will provide customers with insights that combine AI and human analysis into a clear, narrative-driven picture of what’s happening and why, rather than isolated dashboards or inert reports.
“Thanks to these innovations, changes in manufacturing plants happen quickly, waterfalls are routed quickly, support agents know what to say, engineers see real signals instead of scattered anecdotes, and customers who just want the product to work receive fast and reliable solutions,” Upadhyay said. “The CX administrator becomes the unsung hero of the manufacturer’s story.”
Solutions for the CX leader in retail
As a customer service leader or contact center leader in a retail company, when a must-have wearable item comes out, how can you ensure the experience for your novel hit product is personal and consistent when your team is distributed simultaneously across multiple countries, channels, and customer expectations?
“Intelligent automation doesn’t just streamline operations — it 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 resolve issues without the need for escalation. They can verify identity, track orders, update deliveries, and answer setup questions in multiple languages while maintaining a consistent brand experience. Meanwhile, video calls allow a live agent to start a video session, confirm that the device is working, and guide the customer through the setup or troubleshooting process.
And because the support desk is a key part of delivering great service, especially when scaling quickly across multiple countries and languages, Zendesk created Knowledge Builder, an AI-powered tool that helps teams automatically create and maintain support center content. Analyzes real customer conversations and turns them into localized support articles for popular issues.
Giving IT leaders a forceful advantage
When a company implements a novel product, solving problems quickly becomes extremely vital to ensure high employee productivity. Available for early access in November, Zendesk’s novel employee services offering, IT Asset Management (ITAM), natively integrates service and resource data with the Zendesk contact center to support IT move from reactive troubleshooting to proactive service.
Now, when you get a vague “tablet not working” message, Zendesk ITAM displays detailed device information right in the ticket, so IT knows exactly what they’re dealing with. Zendesk Copilot uses the same asset data to recommend troubleshooting steps for your specific model. With Knowledge Connectors, these steps can be downloaded directly from SharePoint or Confluence without migration. If the repair doesn’t work, your IT specialist will confirm within seconds that your device is under warranty and issue a replacement without any further discussion.
With real-time visibility into every hardware asset, IT leaders can detect patterns before they become floods or point-of-care failures, helping IT resolve issues faster and prevent them before they occur.
“With Zendesk, IT doesn’t just respond to issues — it sets the standard for providing proactive employee service,” said Upadhyay.
To learn more about the latest Zendesk updates and improvements, and watch a conversation with Zendesk special guest LinkedIn co-founder Reid Hoffman and more, watch full videos here. For the latest updates, detailed information and product availability, please visit the website The official Zendesk classifieds site.
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