Zendesk rolled out a new autonomous AI agent on October 8, 2025, that can fix up to 80% of customer problems without any human help. It’s part of their Resolution Platform, and it uses smart tech like LLMs to understand issues, take actions, and solve things fast across email, chat, or voice. For the tougher 20%, there’s a copilot that guides human reps. This comes from buying companies like Ultimate and Klaus, and it’s already boosting satisfaction by 5-10 points for early users.
Cool Features That Make It Work
The agent deals with multiple questions at once, checks identities, tracks orders, and even speaks naturally in different languages. There’s an admin copilot that spots and fixes workflow glitches, plus tools to pull info from places like SharePoint without moving files. It scores every chat for quality and only charges for wins, which keeps costs down. For IT folks, it adds asset management to spot device issues early.
Who Can Get It and When?
It’s out now as part of the Resolution Platform for Zendesk customers. Some bits like IT asset management start early access in November. Works worldwide, with pricing based on what gets fixed – check zendesk.com/pricing for details.
A Big Change for Customer Help
This could shake up support jobs, with Zendesk handling 5 billion fixes a year for over 100,000 customers. It makes things quicker, cuts costs by 15%, and boosts team work by 20%. CEO Tom Eggemeier says it’s built just for AI service, turning slow fixes into instant ones – one ticket at a time.
