Presented by ZendeskZendesk 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 generate about $200 million in AI-related revenue this year, double than some of its largest competitors, while investing $400 million dollars in R&D. Much of that research is focused on upgrading the Zendesk Resolution Platform, a complete AI-first solution for customer service, employee service, and contact center teams, announced at Relate this past March.During AI Summit, Chief Executive Officer Tom Eggemeier, along with members of the Zendesk team, took to 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, in the wake of its acquisition of HyperArc.”We have built the only platform that is purpose-built for service and purpose-built for AI,” Eggemeier said. “That focus is why we lead in AI for all types of service. And it is why we can deliver what no one else can for every service need you have in your organization.”New capabilities across use cases and companiesAt its core, the Resolution 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, which streamlines workflows and improves autonomous problem-solving. “Since our launch in March, we’ve been building fast, 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 across messaging, email, and now voice. They are getting smarter; able to handle multip …
