Zendesk Launches Innovative Resolution Platform at Relate 2025
At the annual Relate conference in Las Vegas on March 26, 2025, Zendesk unveiled its groundbreaking Resolution Platform, revolutionizing customer experience with cutting-edge AI technology. The platform, designed specifically for service by the leading AI service software provider, introduces a suite of advanced tools that seamlessly integrate Zendesk AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, and measurement and insights. This innovative platform, combined with human expertise, empowers businesses to deliver exceptional service and ensure swift issue resolution.
Zendesk CEO Tom Eggemeier emphasized the importance of resolution in customer service, highlighting how the Resolution Platform leverages Agentic AI to solve issues efficiently and effectively. With a network of AI agents focused on service, Zendesk ensures that every interaction leads to a resolution, offering outcome-based pricing to guarantee customers only pay for resolved problems.
The Resolution Platform is built on five core components, each with new products and features announced at Relate 2025:
Zendesk Agents:
– Next Generation Zendesk AI Agents for faster, more accurate responses
– Upgraded AI Agent Builder for customized AI agents
– New Copilot enhancements for seamless integration of knowledge sources and external systems
Comprehensive Knowledge Graph:
– Zendesk Knowledge Graph for immediate access to service knowledge
– Zendesk Knowledge Builder for AI-driven knowledge base creation
– New Generative Search feature for quick answers in the help center
Actions and Integrations:
– Action Builder for easy automation of workflows across systems
– App Builder for no-code app development in Zendesk
Governance and Control:
– AI Reasoning Controls for real-time visibility into AI agent behavior
Measurement and Insights:
– Custom Quality Assurance for scoring interactions across human and AI conversations
– AI Insights Hub for centralized AI operations and key usage metrics
In addition to the Resolution Platform, Zendesk introduced an upgraded Enterprise Contact Center Solution powered by AWS and enhanced with advanced voice capabilities. This solution, known as Zendesk for Contact Center, provides all the capabilities of an enterprise contact center solution with seamless AI integration throughout the call journey.
Expanding its focus on service beyond customers, Zendesk also launched the Employee Service Suite, a versatile solution designed for internal support teams. This suite leverages pre-trained AI to deliver rapid resolutions and efficient service to employees, with tools such as a service catalog, HRIS integrations, and a tailored agent workspace.
Looking ahead, Zendesk plans to launch IT Asset Management to help companies track and manage employee hardware and software. By combining advanced AI capabilities with human expertise, Zendesk is poised to lead the way in AI-driven solutions for both customer and employee service.
To learn more about Zendesk’s latest innovations, visit www.zendesk.com.
About Zendesk:
Zendesk powers exceptional service with its AI-powered Resolution Platform, offering tools to enhance customer experience and streamline interactions. With a focus on automation and human insight, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Learn more at www.zendesk.com.
SOURCE: Zendesk, Inc.
