The Next Frontier in AI

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Successful adoption of AI will create the biggest gap between companies that become disruptors versus those disrupted over the next five years. For many companies, AI has yet to deliver the results they hoped for. At Zendesk, we know that achieving ROI from AI is possible today because we’re seeing it with our customers like Lush, Ingram Micro, Conservice, Tesco, and many others, who are leveraging our complete customer service solution for the AI ​​era. Our industry-leading solution is designed to help customers of all sizes and industries realize a material return on their investment. And now we’re excited to take that step further with the latest innovations available at Zendesk AI Summit , including new omnichannel AI agents; our new AI agent builder; enhanced agent copilot; and AI for voice—all designed to deliver exceptional service in a way that’s easy to use and scale and to drive meaningful business outcomes.

Achieve over 80% automation with our new omnichannel AI agents
While customers increasingly expect fast, accurate, and personalized service, many businesses still rely heavily on traditional channels like voice and email to engage with customers. That’s why Zendesk is making AI agents available across all channels, ensuring these autonomous bots can work independently or alongside human agents to resolve customer issues. Our new omnichannel AI agents autonomously number data resolve up to 80% of interactions with human-level accuracy and quality. Unlike traditional bots, which require extensive training and data uploads, Zendesk AI agents are also ready to deploy the same day. Simply describe your automation use case and achieve 80%+ accuracy right out of the box.

With omnichannel AI agents, businesses can now:

Create and control AI agents using our new AI Agent Builder, which requires no training and offers full customization, including adjusting brand tone, while reducing creation, deployment, and maintenance time.

Deliver instant, accurate answers with generative responses and tackle more sophisticated problems end-to-end with customizable conversation flows, now extending to email.

Automate up to 50% of voice interactions in a new partnership with Poly.ai, ensuring seamless and consistent support.

Esusu , a financial services company that helps tenants improve their credit scores, quickly transformed their CX operations with Zendesk AI agents. Using our new AI agent builder, they deployed their AI agents to their primary channel, email, in just one day. By automating 64% of their email interactions, they not only eased the workload for their agents, but also increased their customer satisfaction score by ten points.

AI Agents


Empower teams with the new and improved Zendesk Copilot Agent
While automation can handle up to 80% of interactions, human agents are still essential to managing complex, high-value requests that require empathy and timely resolutions. To support this, we’ve enhanced Zendesk Agent Copilot with powerful new capabilities to help deliver consistent, high-quality service across every interaction. Unlike other copilots that are bolted on, Zendesk Agent Copilot is a deeply embedded assistant that proactively guides your teams, agents, and internal teams to resolution. Zendesk Agent Copilot is now available to all customers using Zendesk AI.

With our enhanced Copilot Agent, your teams can rely on Copilot to:

Anticipate customer needs, provide proactive recommendations, and take action autonomously with the now widely available “auto-assistance” mode.

Follow specific processes on behalf of an agent and instantly sync changes to ensure agents always follow the latest procedures with new co-pilot procedures.

Detect relevant issues and proactive insights, such as similar resolutions, directly within the new AI-powered workspace, ensuring all tools are easily discoverable and keeping workflows uninterrupted.

Rotho, a leading European manufacturer, empowers its teams with Zendesk’s Copilot agent to efficiently manage peak ticket volumes. By using Copilot in self-support mode, Rotho’s agents tripled their productivity; they now handle up to 120 tickets in a shift, up from 40 previously. This not only increased efficiency, it transformed the way their agents work.