Zendesk pushes AI service agents with outcome-based pricing model

Zendesk has introduced its Autonomous Service Workforce, a new artificial intelligence (AI)-led service model aimed at moving customer and employee support beyond traditional chatbots and ticket deflection. Announced at the company’s annual Relate conference, the new approach is built on the Zendesk Resolution Platform. The platform brings together data, intelligence, knowledge, workflows, and governance to help companies deploy specialised AI agents across channels and service use cases. Zendesk said the platform has been trained on roughly 20 billion ticket interactions. It also uses what the company calls the Resolution Learning Loop, which captures signals from every interaction to identify knowledge gaps and improve automated responses over time. “The era of the chatbot – the era of frustration and deflection – is over. We are entering the age of the Autonomous Service Workforce,” said Tom Eggemeier, CEO, Zendesk. “We believe every business will soon run on specialised AI agents t