Today, AI-focused customer service platform provider Zendesk is announcing major breakthroughs in AI innovation at its AI Summit designed to strengthen its Resolution Platform – Zendesk’s complete AI-first solution – purpose-built for service – which empowers Customer Service, Employee Service and Contact Centre teams with the capabilities to resolve issues more efficiently and deliver better outcomes.
The Resolution Platform, which Zendesk rolled out in March of this year, powers AI Agents that outperform legacy systems and traditional bots by effortlessly managing complex, multi-step problems using advanced LLMs like GPT-5 and the Model Context Protocol (MCP) for instant data access, streamlining workflows and accelerating problem resolution. This foundation has driven strong market adoption, with nearly 20,000 customers using Zendesk AI and a projected AI Annual Recurring Revenue of $200 million this year, marking significant growth.
“The Zendesk Resolution Platform was introduced earlier this year at Relate in March 2025,” said Brett Schuenemann, Senior Director, Product Management, New Product Offering, Zendesk. “Since its launch, we have rapidly evolved it with significant AI and automation advancements to meet the increasing complexity and volume of customer and employee interactions. Our AI Summit announcement highlights powerful new capabilities built on the platform’s core strengths, such as fully autonomous Voice AI Agents, enhanced video calling and screen sharing, integrated IT asset management, advanced insights powered by our HyperArc acquisition, along with Action Builder for creating custom workflows and Knowledge Connectors and Knowledge Builder to seamlessly integrate and organize knowledge from multiple sources.”
Building on this momentum, Zendesk’s latest advances speed resolution, enhance value, and strengthen trust in AI service by combining intelligent automation, streamlined workflows, and advanced analytics to personalize solutions. Highlights include the industry’s most autonomous Voice AI Agents, transforming customer interactions with seamless, intelligent conversations. Video Calling and Screen Sharing, designed specifically for Zendesk Contact Center, enable real-time collaboration. Employee Service is optimized through IT Asset Management, offering full device visibility for faster resolution. Advanced capabilities such as Admin Copilot, Knowledge Builder, Action Builder, and App Builder boost productivity, while next-generation analytics from the HyperArc acquisition deliver unparalleled insights – positioning Zendesk as the only service platform purpose-built for the AI era.
“Zendesk built the only platform purpose-built specifically for service and AI, unlike competitors trying to do everything but delivering fragmented experiences or basic bots that fail with complexity,” Schuenemann stated. “Leveraging 18 years of service resolution expertise, Zendesk combines breakthrough automation, intuitive agent tools, advanced analytics, and workforce engagement—all within one seamless platform. Our AI Agents handle nearly five billion issues annually, reaching more channels and customers than any other solution. These autonomous agents use advanced language models like GPT-5 and Zendesk’s Model Context Protocol for instant data access, enabling them to reason in real time and resolve complex, multi-step problems efficiently. The platform is outcome-based with pricing that charges only for successful resolutions, delivering real outcomes and exceptional experiences.”
Schuenemann pointed out that that ARR of $200 million this year is really impressive.
“The $200 million in projected AI revenue represents the full range of Zendesk’s AI solutions, including AI Agents, Admin Copilot, and others, all built on the Resolution Platform and used by nearly 20,000 customers,” he said. “This figure is more than double what we understand some of our largest competitors are achieving.”
So why the decision to make these changes, given that success rate?
“The decision to introduce these new capabilities stems from evolving customer and employee expectations, as well as the increasing complexity and volume of service interactions today,” Schuenemann indicated. “Businesses need solutions that do more than speed up replies. They require tools that help resolve issues completely and consistently. These updates enable teams to better manage diverse channels, collaborate more effectively, and gain deeper insights into the root causes of problems. By enhancing automation, integrating knowledge, and offering real-time analytics, Zendesk is equipping organizations to not only meet current service demands but also anticipate and prevent future challenges, ultimately improving operational efficiency and customer satisfaction.”
Highlights of the specific details include the industry’s most autonomous Voice AI Agents.
“Our fully autonomous Voice AI Agents are purpose-built for Zendesk’s Resolution Platform,” Schuenemann said. “They leverage agentic AI designed specifically for the voice channel, capable of understanding natural speech, taking action, and resolving issues without escalation. These agents are developed with Zendesk’s advanced AI technology and powerful integrations, including the latest models like OpenAI’s GPT-5, ensuring seamless, intelligent conversations tailored to complex service needs. While we partner with leading AI providers like OpenAI, the voice AI capabilities are deeply integrated and uniquely optimized within Zendesk’s service platform.”
While these days, every vendor seems to have their version of Copilot, Schuenemann emphasized that the Zendesk one is differentiated.
“Zendesk Admin Copilot is a proactive AI assistant specifically designed for service admins,” he said. “Unlike generic copilots, it integrates deeply with live Zendesk data, such as tickets, triggers, workflows, and knowledge, to flag operational issues before they affect service quality. It explains problems in clear language, recommends tailored fixes, and with admin approval, can implement changes autonomously.”
AppBuilder is another new productivity booster.
“App Builder is now generally available as a no-code solution for building apps in Zendesk that leverages generative AI,” Schuenemann stated. “It allows admins to develop custom apps using natural language prompts, enabling agents to build and deploy apps without needing to write code.”
Zendesk is stressing that next-generation analytics from the HyperArc acquisition deliver unparalleled insights – positioning Zendesk as the only service platform purpose-built for the AI era.
“HyperArc is Zendesk’s newest acquisition and represents next-generation customer service analytics,” Schuenemann noted. “It combines AI-driven data analysis with human expertise to deliver narrative insights that reveal trends, root causes, and emerging issues in plain language, empowering service leaders to act proactively rather than reactively. HyperArc doesn’t just provide dashboards. It tells the story behind the data, enhancing decision-making with a blend of advanced AI and human judgment—making it a first of its kind in the CX space.”
One brand new offering is Zendesk Contact Center.
“With the addition of Zendesk Contact Center, we’re redefining intelligent service,” Schuenemann said. “Zendesk Contact Center is an entirely new solution that integrates advanced voice and video capabilities directly within our AI-driven service platform. It complements the Resolution Platform by providing real-time collaboration tools like Video Calling and Screen Sharing, enabling agents to see exactly what customers see and resolve complex issues more effectively.”
Also new is Zendesk IT Asset Management.
“Zendesk IT Asset Management is a new, native capability launching in early access in November that brings complete visibility into company-issued devices directly within Zendesk.” Schuenemann commented. “Before this, asset tracking was often handled by separate systems disconnected from service workflows, leading to delays and inefficiency. Integrating ITAM natively, service and asset data live together in one platform simplifies troubleshooting, speeding resolutions, and enabling proactive device management.”
The Service Catalogue just reached General Availability.
“The Service Catalogue, made generally available in September, lets employees easily request services and assets through the help centre, with tickets automatically created and linked for faster resolution,” Schuenemann stated. “Looking ahead, in Q4 we’ll roll out a new Service Catalogue designed to simplify one-stop service, while our IT Asset Management brings device visibility directly into the service flow.”
Schuenemann said that this all amounts to a big deal for channel partners.
“These enhancements expand what channel partners and solution providers can bring to customers in a shifting service landscape,” he noted. “With our Resolution Platform, we’re making it easier for partners to help organizations streamline operations, create seamless support journeys, and expand into new verticals without the complexity of stitching together multiple tools. Zendesk’s focus on outcome-based pricing and resolutions at scale means partners are able to deliver measurable value and real business impact, not just technology. The platform is designed to be easy to deploy, manage, and adapt, allowing for faster adoption and quicker results across different use cases. Ultimately, these advancements reflect what customers and partners have asked for: efficient solutions that transform service from a cost center to a source of loyalty, satisfaction, and growth. Zendesk remains committed to rapid innovation and collaborative partnerships, supporting the channel to stay ahead of changing expectations and opportunities.”