Zendesk announced the complete service solution for the AI era. With support volumes projected to increase five-fold over the next few years, companies need a system that continuously learns and improves as the volume of interactions increases. To help businesses deliver exceptional service, Zendesk is launching autonomous AI agents, workflow automation, agent copilot, Workforce Management (WFM) and Quality Assurance (QA) capabilities - all powered by Zendesk AI.

Next generation AI Agents and Agent copilot transform CX into a competitive advantage AI agents are not just a tool, but a necessary and fundamental shift in how businesses engage with their customers. Zendesk is launching AI agents that autonomously interact with customers and provide end-to-end resolutions for both simple and complex inquiries. These AI agents are highly sophisticated, integrate with any knowledge base and offer full customization to handle intricate use cases.

Zendesk is also introducing Agent copilot, a proactive guide that continuously learns from past experiences to help human agents streamline workflows, anticipate customer needs, and improve future interactions. With Agent copilot, human agents can be more efficient and deliver faster, more accurate resolutions to increase customer satisfaction. Additional AI-powered capabilities announced include: Personalized intents to provide agents with a granular understanding of unique customer needs to deliver more accurate answers and higher quality service.

More advanced generative AI tools that give admins easy ways to create robust knowledge bases and use generative search, boosting service efficiency and quality. New AI reporting to allow leaders to track and measure key KPIs and AI predictions, enabling businesses to measure impact and optimize operations. AI-powered Zendesk WFM and Zendesk QA help companies anticipate and act on customer needs: As AI drives up the speed, frequency and complexity of customer engagement, only AI-powered WFM and QA can keep up as companies work to manage high-quality customer service operations.

Zendesk is launching Workforce Engagement Management (WEM) and adding WFM and QA capabilities that enable businesses to provide accurate and fast resolutions as they optimize staffing levels and agent schedules in real-time. New capabilities announced include: Predictive Workforce Tools with forecasting algorithms and greater control over workforce deployment, so supervisors see change happening real time and quickly adapt agent scheduling. Voice QA evaluates call transcripts, scores calls, and identifies outliers for coaching and review.

QA for AI Agents evaluates 100% of AI Agent interactions and uses AI to spot interactions that require human intervention, including churn risks, incorrect workflows, and knowledge center updates. Choice and control help companies build trust in AI-powered technology: Because businesses adopting AI solutions must build trust in the technology, Zendesk offers companies complete control over their AI deployments, with rigorous safeguards to support compliance with security and privacy regulations. The company remains committed to helping customers manage data securely and privately with new features that empower customers to automatically identify personal information for deletion with AI-powered redaction suggestions.