Meet the Zendesk Resolution Platform: powered by our network of AI Agents

AI is rapidly transforming customer expectations, and businesses are racing to keep up. But in service, the only outcome that matters is resolution. Customers and employees don’t care about organisational efficiency metrics – they just want their issue resolved.

At Zendesk, we believe service should be effortless, personalised and, above all, focused on resolutions. Other solutions in the market prioritise workflow automation or task completion, which lead to gaps in service continuity and satisfaction. That’s why we’re introducing the Zendesk Resolution Platform, the world’s #1 AI platform purpose-built to resolve customer and employee service requests. The Zendesk Resolution Platform is composed of five essential components: AI Agents, Service Knowledge Graph, Actions & Integrations, Governance & Control and Measurement & Insights. By seamlessly integrating AI, automation and human expertise into a complete service solution, businesses are able to utilise the Zendesk Resolution Platform to power faster, more personalised, lower-cost service.

Zendesk Agents: a network of AI and human agents working together

Resolutions often require multiple agents working together. That’s why Zendesk Agents, a network of AI agents designed for every service role, are able to drive resolutions across all channels and for the most complex service issues.

Our next generation AI agents use adaptive reasoning to handle complex enquiries, take precise action and drive faster, more accurate resolutions. With the Zendesk AI agent builder, businesses can deploy AI agents in minutes by describing their procedures – no manual setup and no code required.

While Zendesk AI agents are able to handle many of the most complex service issues, some still require a human touch. When they do, Zendesk copilot, our proactive AI assistant, ensures a seamless handoff from AI agent to human agent by surfacing relevant insights and executing actions in real time. Companies like Rotho, a leading European manufacturer, have seen their team productivity more than triple. And now, copilot is even more powerful, integrating directly with knowledge sources and third-party systems to autonomously execute complex workflows on behalf of service reps.

Service doesn’t happen just through digital channels – many of the most critical interactions happen via voice. That’s why we’re introducing Zendesk for Contact Centre, powered by Amazon Web Services and made possible by our proposed acquisition of Local Measure. Companies like Vodafone New Zealand and TELUS Digital already rely on Local Measure for advanced voice support. Now Zendesk Contact Centre brings AI-powered voice capabilities to every conversation, without the cost and complexity of traditional CCaaS solutions.

Knowledge Graph: empowering agents with the right information

Resolutions rely on accurate service data and insights. That’s why we’ve built the Zendesk Knowledge Graph to unite all service knowledge and ensure AI agents working in concert with human agents are guided by the right service knowledge. Businesses are now able to index and connect their own knowledge base with external data sources via connectors for line of business applications like Confluence, Docusign and Asana to augment and enrich their core service data.

And for companies without a robust knowledge base, the Zendesk Knowledge Builder will automatically generate ready-to-use content from past tickets and business context [available in Early Access starting May 2025].

Actions and integrations: seamless workflows that drive faster resolutions

To resolve service issues, AI and human agents must take actions that are connected, integrated into back end systems and aligned with company policies.

Action Builder simplifies this by connecting and automating workflows across back end systems, with no code required. Prebuilt connectors for Jira, Slack and Salesforce enable businesses to eliminate costly fragmentation. [Available in Early Access starting April 2025.]

And to further increase productivity, Zendesk App Builder enables teams to generate customised applications instantly using natural language prompts, which ensures AI-driven service remains connected across business functions. [Available in Early Access starting May 2025.]

Governance and control: ensuring privacy, security and transparency

As AI-driven service becomes more autonomous, maintaining privacy and control is absolutely critical. Zendesk simplifies AI governance by grounding large language models in billions of real conversations, making them more reliable and consistent. But governance isn’t just about security, it’s about transparency. New AI agent reasoning controls provide real-time visibility into AI decision making, giving businesses full control over how AI agents interpret and respond.

Measurement and AI-driven insights: optimising service and quality

Companies need insights into interaction quality and efficiency to continuously improve service. The Zendesk AI Insights Hub acts as a centralised AI operations centre, providing AI-driven recommendations to optimise workflows. Businesses like Freedom Furniture are leveraging Zendesk AI-driven insights to improve case routing and escalation, reducing resolution time by over 90% and increasing CSAT by nearly 20%.

With these new features, Zendesk helps businesses monitor resolution quality, adapt to trends and refine service operations.

Expanding AI-powered service to employees

Great service isn’t just for customers – employees also need fast, reliable support. That’s why over 17,000 companies in 136 countries trust Zendesk for employee service. The AI-powered Zendesk Employee Service Suite extends the Resolution Platform’s capabilities to every department, including HR, IT and Legal. Features include an employee service catalogue, new HRIS integrations and an agent workspace designed for employee support with task lists, approvals and prebuilt templates. With these enhancements, companies can now provide seamless, efficient support while keeping teams productive, all built on the same Resolution Platform that powers Zendesk customer service.

The future of AI-powered service is here

The Zendesk Resolution Platform is more than just speed – it ensures AI delivers accurate service resolutions. More than 10,000 companies already rely on Zendesk AI to deliver smarter, faster and more personalised resolutions. With AI, automation and human expertise now fully integrated into a unified system, companies can now resolve issues at scale – faster, smarter and more efficiently than ever before. With the Zendesk Resolution Platform, businesses aren’t just keeping up with AI-powered service – they’re leading the way.

Learn more about the Zendesk Resolution Platform.