Zendesk expands its Resolution Platform with new AI-powered features such as voice AI agents, video calls, and IT Asset Management.
Zendesk, a customer service software company, presented several enhancements to its Resolution Platform during its AI Summit. This platform processes nearly five billion support requests annually via AI agents. New features such as voice AI, video calls, and improved analytics tools are designed to help support teams resolve issues faster and more efficiently.
AI Capabilities for Customer Interaction
A key new feature is the introduction of autonomous Voice AI Agents. These voice assistants can conduct full customer conversations and resolve issues without human intervention. Video calls and screen sharing are now also available within Zendesk Contact Center. This allows support agents to collaborate directly with customers in real time.
Additionally, Zendesk is introducing a suite of tools to improve internal operations. IT Asset Management provides insight into company equipment, allowing IT teams to respond to issues more quickly. Other new features include Admin Copilot, an AI assistant for service managers, and various development tools that enable the creation of automations or apps without code. External knowledge sources such as SharePoint and Google Drive can also now be integrated directly, without requiring data migration.
Data-driven Insights via HyperArc
Zendesk further strengthens its platform with analytics capabilities derived from the acquisition of HyperArc. These analytics tools combine AI with human interpretation to uncover trends and underlying causes of issues. The goal is to enable proactive management of customer and employee service.