Brought to you by Zendesk
Zendesk powers nearly 5 billion decisions each year for more than 100,000 customers around the world, with about 20,000 of its customers (and counting) using its AI services. Zendesk is poised to generate about $200 million in AI-related revenue this year, double some of its biggest competitors, while investing $400 million in research and development. Much of this research focuses on upgrading Zendesk Decision platforman integrated AI-driven solution for customer service, employee service, and contact center teams, was announced on Calls Last March.
During the AI Summit, CEO Tom Egemeyer, along with members of the Zendesk team, took to the stage to announce several key developments, including voice AI agents, video calling, screen sharing for Zendesk Contact Center, improved IT asset management, as well as the introduction of next-generation analytics, following its debut. Acquisition of HyperArc.
"We’ve built the only service-oriented platform designed specifically for AI," “Egmayer said. "This focus is why AI is leading the way in all types of services. That’s why we can offer what no one else can for every service need you have in your organization."
New capabilities across use cases and businesses
At its core, the Solution Platform powers autonomous AI agents that solve complex problems in real-time, leveraging leading LLM certifications such as GPT-5, developed in collaboration with OpenAI, and supporting the Model Context Protocol (MCP) for instant access to data, streamlining workflows and improving autonomous problem solving.
"Since our launch in March, we’ve built rapidly, with a focus on making AI agents smarter, more agile, and ready for more channels." said Shashi Upadhyay, Head of Product, Engineering and AI at Zendesk. "Now, these AI agents are even better. They work via messaging, email, and now voice. They have become smarter. Able to handle multiple purposes in a single message, and to detect, remember, and solve several problems simultaneously."
The only platform with built-in QA, accuracy is automatically logged down to the conversation level, so teams can track accuracy quality at scale. For startups, these insights are crucial. They show not only what worked, but what needs to be fixed before it costs them time, reputation, growth, or, most importantly, fits into a startup’s budget. This is because Zendesk is the only company that only charges for successful solutions, which are verified through the longest verification window in the industry, with two layers of quality checks.
Make your product CX lead a hero
Zendesk showcased the platform’s new features by highlighting the wearables company’s virtual product launch. Service leaders at every stop along the product launch journey – from design to manufacturing – manage emerging issues with support from the upgraded solution platform.
For a global manufacturer building complex, cutting-edge wearable technology, the pressure starts the moment a new product hits the market, tickets start rolling in, and red-flag backlogs pile up.
"It is not a product problem, but rather a bottleneck in the solution." Upadhyay said. But he added, "What used to take days can now be resolved instantly."
The new Zendesk Admin Copilot is designed specifically to assist human customers, helping them discover what’s not working, what to do next, and implement changes quickly. It indicates operational issues, such as missing signs of intent, broken internal processes, or routing conflicts that delay resolution. Copilot explains what’s going on in plain language, recommends specific fixes, and with administrator approval, can make changes itself. It’s based on live Zendesk data, like tickets, triggers, and knowledge, so every recommendation is specific, up-to-date, and based on how the service process actually runs.
Once the administrator identifies the problem and implements the fix, the next step is to ensure everyone has the right knowledge to back it up. For many organizations, this information exists outside of Zendesk. Newly launched Knowledge Connectors allow administrators to pull relevant content, such as configuration guides or policy details, without having to migrate anything so that both human and AI agents can access real-time instructions associated with the exact product release.
The admin also creates a smarter feedback loop with the new Action Builder, which automatically tags, summarizes, and sends the product to the product team through Microsoft Teams.
Finally, Zendesk HyperArc will provide customers with insights that combine AI and human analysis in a clear, narrative-driven view of what’s happening and why, rather than siled dashboards or static reports.
"With these innovations in place, change in the manufacturing plant accelerates quickly, tickets are routed cleanly, support agents know what to say, engineers see real signals instead of anecdotes, and customers who just want the product to work get fast, reliable solutions." Upadhyay said. "The CX Admin becomes the quiet hero of the manufacturer’s story."
Solutions for the retail customer experience leader
As a customer experience or contact center leader for a retail company, when you have wearable drops, how do you service your new hit product that feels personal and consistent when your team spans across multiple countries, channels, and customer prospects simultaneously?
"Intelligent automation not only streamlines processes but also improves customer experience across borders and channels," said Lisa Kant, senior vice president of marketing at Zendesk.
Zendesk’s Voice AI agents are fully autonomous AI agents designed to understand natural speech, take action, and resolve issues without the need for escalation. They can verify identity, track orders, update deliveries, and answer onboarding questions in multiple languages, all while keeping the brand experience consistent. Meanwhile, the video calling feature allows a live agent to conduct a video session, ensure the device is working, and walk the customer through the setup or troubleshooting process.
And because a Help Center is an important part of delivering great service, especially when scaling quickly across multiple countries and languages, Zendesk built Knowledge Builder, an AI-powered tool that helps teams create and maintain their Help Center content automatically. It analyzes real customer conversations and turns them into local help articles for common problems.
Giving IT leaders a powerful advantage
When a company adopts this new product, it becomes necessary to resolve issues quickly, to ensure employee productivity remains strong. Available with early access in November, Zendesk’s new employee service offering, IT Asset Management (ITAM), natively brings service and asset data together into Zendesk Service Desk to help IT move from reactive troubleshooting to proactive service.
Now, when a mysterious “tablet not working” ticket comes in, Zendesk ITAM displays device details right inside the ticket, so IT knows exactly what they’re dealing with. Zendesk Copilot uses the same asset data to recommend model-specific troubleshooting steps. Using Knowledge Connectors, these steps can be pulled directly from SharePoint or Confluence without migration. If the repair does not work, the IT specialist will confirm in seconds that the device is under warranty and issue a replacement without any returns or returns.
With real-time visibility across all hardware assets, an IT leader can spot patterns before they turn into a stream of tickets, or point-of-care failures, so IT resolves issues faster and prevents issues before they occur.
"With Zendesk, IT doesn’t just respond to issues, it sets the standard for how to provide proactive service to employees," Upadhyay said.
To learn more about the latest Zendesk updates and improvements, and to watch a conversation with featured Zendesk guest, LinkedIn co-founder Reed Hoffman, and more, Watch the full videos here. For latest updates, detailed information and product availability, visit Official Zendesk announcements page.
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