There’s been no shortage of CX events this month. Zendesk held its AI Summit earlier this month, sharing updates on its Resolution Platform.
The company is steadfast in reframing success from interactions to resolutions, making resolution the new yardstick for customer service performance, with a current run rate of 4.6B resolutions per year.
Tom Eggemeier‘s keynote title, ‘Resolutions for All,’ hints at the company being on a journey to democratize access to AI agents for CX, reconnecting with its DNA of taking complexity out of customer service technologies.
On the product side, Zendesk announced several enhancements to its Customer Service solution. Highlights include:
Zendesk Admin Copilot to help administrators make the most of what the platform has to offer
Knowledge Connectors for knowledge federation, and Knowledge Builder to automate previously labor-intensive tasks, ensuring knowledge stays accurate and gaps are filled
Expanded Action Builder capabilities, enabling automation with third-party apps through conversational prompts and testing tools
Native Voice AI Agents built into the Zendesk platform, expanding options available through PolyAI and its partner ecosystem
Zendesk also added IT Asset Management (ITAM) to its Employee Service offering.
The company expects to reach 20,000 AI-powered customers by year-end, driving $200M in AI ARR, one of the largest in the CX industry.