Presented by Zendesk
ZenDesk provides approximately 5 billion resolutions each year to more than 100,000 customers worldwide, with approximately 20,000 of its customers (and growing) using its AI services. Zendesk is set to generate nearly $200 million in AI-related revenue this year, twice as much as some of its biggest competitors, while investing $400 million in R&D. Much of that research focused on upgrading Zendesk Sankalp ManchAn end-to-end AI-first solution for customer service, employee service and contact center teams announced Connected This past March.
During the AI Summit, Chief Executive Officer Tom Eggemeyer, along with members of the Zendesk team, took the stage to announce several major advancements, including voice AI agents, video calling and screen sharing for Zendesk Contact Center, and improved IT asset management, as well as the introduction of next-generation analytics. Acquisition of Hyperarch,
"We have created the only platform that is purpose-built for service and purpose-built for AI," Eggemeyer said. "It is this focus that makes us a leader in AI for all types of services. And that is why we can provide what no one else can for every service need you have in your organization."
New capabilities across use cases and companies
At its core, the Resolve platform powers autonomous AI agents that solve complex issues in real-time, leveraging leading LLMs like GPT-5, developed in collaboration with OpenAI, and supporting Model Context Protocol (MCP) to instantly access data, streamlining workflows and improving autonomous problem-solving.
"Since our launch in March, we’ve been building rapidly, focused on making AI agents smarter, more flexible, and ready for even more channels." said Shashi Upadhyay, president of product, engineering and AI at Zendesk. "And now, these AI agents are getting even better. They work on messaging, email and now voice. They are getting smarter; Capable of handling multiple intents in a single message, detecting, remembering, and resolving multiple issues simultaneously."
The only platform with native built-in QA, resolutions are automatically scored down to the conversation level, so teams can track resolution quality at scale. For startups, these insights are important. They not only show what worked, but also show what needs to be fixed before they can save time, reputation, or growth, and importantly, fit within the startup budget. This is because ZenDesk is the only company that only charges for successful resolutions, which are verified through the industry’s longest verification window with two layers of quality checks.
Making the Product CX Admin the Hero
Zendesk demonstrated new features of the platform by highlighting the product launch of a fictional wearable device company. Service leaders at every stage of the product launch journey – from design to manufacturing – manage emerging issues with the support of the advanced resolution platform.
For a global manufacturer that creates complex, cutting-edge wearable technology, the pressure starts to mount the moment a new product hits the market, the tickets start coming in and the red-flag backlog piles up.
"This is not a product issue, it is a solution hurdle," Upadhyay said. But, he further said, "Tasks that previously took days can now be solved quickly."
The new ZenDesk Admin CoPilot is designed specifically to assist human agents, helping them figure out what’s not working, what to do next, and make changes quickly. It flags operational issues, such as missing intent tags, broken internal processes, or routing conflicts that delay resolution. CoPilot explains in clear language what’s happening, recommends specific fixes, and with administrator approval, can make the changes yourself. It’s based on live Zendesk data like tickets, triggers, and knowledge, so each recommendation is specific, current, and based on how service operations actually run.
Once the administrator has identified the problem and implemented the solution, the next step is to make sure everyone has access to the right knowledge to support it. For many organizations, that information lives outside of Zendesk. Newly launched Knowledge Connectors allow administrators to pull relevant content like configuration guides or policy details without the need to migrate anything, so that both humans and AI agents have access to real-time instructions tied to the exact product version.
Admins also create a smart feedback loop with the new Action Builder, which automatically tags, summarizes, and sends notifications to the product team through Microsoft Teams.
And finally, Zendesk HyperArk will bring to customers insights that combine AI and human analytics into a clear, narrative-driven view of what is happening and why, rather than siled dashboards or static reports.
"With these innovations, manufacturing plant turnarounds are faster, tickets are sent cleanly, support agents know what to say, engineering looks at real signals rather than scattered 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 builder’s story."
Solutions for Retail CX Leaders
As a CX or contact center leader for a retail company, when a wearable is an essential item, how do you provide service for your new hit product that feels personalized and consistent when your team is simultaneously spanning multiple countries, channels, and customer expectations?
"Intelligent automation doesn’t just streamline operations – it enhances the 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 to step in. They can verify identities, track orders, update deliveries, and answer setup questions in multiple languages, all while keeping the brand experience consistent. Video calling, meanwhile, lets a live agent start a video session, confirm the device is working, and walk the customer through setup or troubleshooting.
And because a help center is a critical part of providing great service, especially when rapidly scaling across multiple countries and languages, Zendesk created Knowledge Builder, an AI-powered tool that helps teams automatically create and maintain their help center content. It analyzes real customer conversations and turns them into localized help articles for trending issues.
Giving IT leaders a strong edge
When a company adopts that new product, it becomes important to resolve issues quickly to ensure employee productivity remains strong. Available with early access in November, Zendesk’s new employee services offering, IT Asset Management (ITAM), seamlessly integrates service and asset data together into Zendesk Service Desk to help IT move from reactive troubleshooting to proactive service.
Now, when a vague “tablet not working” ticket comes up, Zendesk ITAM puts the device details up front within the ticket, so IT knows exactly what they’re dealing with. Zendesk Copilot uses the same asset data to recommend model-specific troubleshooting steps. And with Knowledge Connectors, those steps can be pulled directly from SharePoint or Confluence without migration. If the fix doesn’t work, the IT specialist confirms in seconds that the device is under warranty and issues a replacement without any fuss.
With real-time visibility into every hardware asset, IT leaders can detect patterns before tickets flood in, or failures occur at the point of care, so IT resolves issues faster and stops problems before they occur.
"With Zendesk, IT isn’t just responding to issues – it’s setting the standard for how proactive employee service is provided," Upadhyay said.
For more information about the latest ZenDesk updates and improvements, and to watch the conversation with ZenDesk’s special guest, LinkedIn co-founder Reid Hoffman and others, visit Watch full video hereAnd for latest updates, detailed information and product availability visit Zendesk’s official announcement page,
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