Zendesk Inc. is rolling out a set of new features designed to make contact center teams more productive. The enhancements debuted today at the company’s AI Summit event. They will be available in ...

Zendesk powers nearly 5 billion resolutions every year for over 100,000 customers around the world, with about 20,000 of its customers (and growing) using its AI services. Zendesk is poised to ...

Zendesk announced Wednesday at its AI summit a string of LLM-driven products meant to reshape the company’s reliance on human technicians. The center of the new features is an autonomous support agent ...

Businesses are accelerating their agentic offerings for enterprises as competition heats up.

In the Customer Experience (CX) sphere, many companies expect that using AI-powered agents to answer customer service calls will allow them to reduce the number of people they have to employ in their ...

Zendesk on May 19 unveiled its Autonomous Service Workforce vision at its annual Relate conference in Denver. The strategy replaces deflection-based bots with specialized AI agents operating across ...

Zendesk adopts MCP on its journey of AI interoperability The universal standard unifies AI agents and eliminates data silos Client and Server capabilities position Zendesk as a read and write player ...

AI agents aren’t anything new in customer service — we’re all familiar with that automated voice that first greets us when we call an 800 number. Typically, they've handled so-called Tier 1 (general) ...

Eggemeier says that many of these new upgrades are powered by GPT-5, OpenAI’s current flagship model. (Zendesk is one of OpenAI’s top customers.) According to Eggemeier, GPT-5 has dramatically ...

Zendesk last week closed one of its biggest-ever acquisitions in a bid to stay ahead of the move to agentic AI in the Customer Experience (CX) market. Buying Forethought brings one of the leading ...