Zendesk makes AI innovation strides with new capabilities

Building on the momentum of the recently launched Zendesk Resolution Platform, a complete AI-first solution that integrates automation, intelligence, and human context to resolve issues faster, Zendesk is advancing its vision for seamless, outcome-focused service with a powerful suite of new capabilities. By embedding breakthrough generative AI and advanced analytics, Zendesk continues to shape the future of customer and employee experience. 

Zendesk’s platform uniquely prioritises resolution as the key success metric, ensuring that interactions lead to real solutions. Unlike traditional services that measure volume through interactions or attempts, this approach reduces effort and drives better outcomes. 

The newest capabilities advance Zendesk’s vision by delivering truly omnichannel and democratised AI capabilities. Leading this effort, AI Agents for Email automate a critical customer channel, unlocking powerful efficiencies in support for complex products. Together with no-code automation through Action Builder, tailored quality controls via Custom QA, AI-powered Generative Search, proactive Real-time Monitoring, and more, these enhancements drive faster resolutions, scalable operations, and consistently high-quality experiences, which is transforming how businesses engage with and support their customers.     

“We’re accelerating our pace of innovation like never before, delivering new products and capabilities faster to meet our customers’ evolving needs,” said Shashi Upadhyay, Zendesk President of Product, Engineering and AI. “Our focus remains on building AI-powered solutions that are simple, easy-to-use, and scalable, ensuring businesses across all industries can seamlessly enhance their customer and employee experience without complexity or compromise. This approach guides every update we release and ensures customers have tools that are as intuitive as they are powerful.” 

Maureen Chong, Regional Vice President, Asia and India, Zendesk, commented, “In India, where ambition and digital adoption move at breakneck speed, businesses aren’t just keeping up—they’re setting new benchmarks for customer engagement. It’s telling that 91% of Indian CX leaders see AI as essential for the future of service. With Zendesk’s latest innovations across AI, analytics, and workforce management, Indian companies have the tools to make every interaction smarter, more relevant, and truly reflective of India’s market dynamism.”