Zendesk, a leader in customer service software, announced an update to its flagship Resolution Platform on October 8, 2025. They revealed a comprehensive AI suite designed to redefine support operations. Presented at Zendesk’s AI Summit in San Francisco, the new portfolio introduces powerful autonomous AI agents, co-pilots, and automation tools aimed at dramatically improving how businesses handle customer support, employee service, and contact center interactions.
Zendesk’s AI upgrade has an autonomous support agent system intended to resolve as much as 80% of support issues without human intervention. This bold step builds on advancements in large language models (LLMs) and AI tool integration that allow the agent to understand complex customer problems, reference vast knowledge bases, and initiate self-directed actions swiftly and accurately.
Shashi Upadhyay, Zendesk’s President of Product, Engineering, and AI, emphasized the seismic shift in service delivery. “The world’s going to shift from software that’s built for human users, to a system where AI actually does most of the work,” said Shashi.
Independent testing with a benchmark called TAU-bench shows that advanced AI models like Claude Sonnet 4.5 can successfully resolve up to 80% of customer support issues in retail scenarios.
To supplement the autonomous agents, Zendesk introduces a co-pilot AI that aids human technicians in managing the remaining 20% of complex issues requiring empathy or nuanced judgment. This hybrid model ensures customers experience seamless, efficient support while human agents focus on higher-value interactions.
Collaborating with Management Tools
Beyond autonomous responses, Zendesk’s AI suite delivers critical tools designed to improve collaboration, administration, and workflow management within service teams:
- Admin Copilot: An AI assistant that streamlines administrative tasks by generating natural language explanations of Zendesk features and autonomously resolving common technical issues, empowering managers to maintain platform efficiency effortlessly.
- App Builder: Enables non-technical workers to develop simple custom applications using natural language prompts, accelerating the digital transformation of support workflows. For example, contact center managers can build quick-access sidebars to view customer histories without complex coding.
- Action Builder: A low-code automation tool that performs repetitive tasks like syncing support requests to external systems such as Jira. The tool now supports testing of workflows to ensure stability and reduce errors.
- Knowledge Builder: Automates the creation and organization of knowledge base articles by analyzing past support tickets and business context, enabling organizations to swiftly build comprehensive self-service hubs that reduce ticket volumes.
- Video & Screen Sharing Enhancements: Real-time video and screen-sharing sessions enhance problem resolution effectiveness, improving agent productivity and customer satisfaction.
Zendesk isn’t stopping at automation and support. The new suite integrates advanced analytics tools that combine AI and human insights for comprehensive performance monitoring. Service teams gain access to dashboards tracking support ticket volumes, agent productivity, and customer satisfaction trends.
One of the most notable additions is from Zendesk’s recent acquisition of Hyperarc, which fuels their next-gen analytics capabilities. Soon, service teams will be able to explore data conversationally, using natural language queries to uncover root causes of systemic issues and receive contextual, real-time answers that guide faster decision-making.
Business Impact and Market Momentum
Zendesk’s AI transformation is already generating tangible results. The autonomous agents have been previewed to existing customers, yielding consumer satisfaction increases ranging from five to ten points.
The company now reports nearly 20,000 customers actively using its AI solutions, with AI-generated revenue projected to exceed $200 million annually in 2025. This strategic upgrade is part of Zendesk’s broader evolution from a ticketing system launched in 2007 to a comprehensive, AI-enhanced customer experience platform.
The company’s product expansion, including multiple AI acquisitions like Hyperarc, Klaus (an Estonian QA and agentic system), and Ultimate has positioned it as a market leader innovating at the intersection of support and AI automation.
“Contemporary customers desire more than just rapid responses—they expect complete resolutions. While many discuss AI as a future possibility, Zendesk stands out with our concrete, realized products that are already transforming service today. As more enterprises depend on Zendesk AI, we are redefining how service is delivered,” said Tom Eggemeier, CEO, Zendesk.
Zendesk enters a market where AI adoption is changing how customer service operates globally. Industry reports indicate that 81% of businesses now use AI-driven tools within contact centers to automate routine tasks, freeing human agents to focus on complex, high-stakes interactions. Gartner forecasts that by 2027, 40% of customer service issues will be handled entirely by AI.
However, the shift is not without challenges. Research confirms that 66% of customers prioritize accurate responses over 24/7 availability, and 74% prefer phone support for high-stakes concerns. Thus, a purely automated approach is insufficient, emphasising the importance of Zendesk’s hybrid AI-human service model.
The AI enhancements are rolling out incrementally across Zendesk’s Resolution Platform, with further capabilities planned for the future, including deeper integration of conversational data exploration and additional AI-driven insights. These developments aim to continuously empower service organizations to operate smarter, faster, and with greater agility
