Zendesk announced a series of LLM-based products at its AI Summit on Wednesday which can be designed to remodel the corporate's reliance on human technicians.
At the center of the brand new features is an autonomous support agent that, in keeping with Zendesk, can resolve 80% of support issues without human intervention. This system is complemented by a co-pilot agent that assists human technicians with the remaining 20% ​​of issues, in addition to an administrative-level agent, a voice-based agent, and an analytics agent.
According to Shashi Upadhyay, president of product, engineering and AI at Zendesk, the brand new agents are a part of a broader shift within the support industry as AI replaces much of the work previously done by humans.
“The world will move from software designed for human users to a system where AI actually does a lot of the work,” Upadhyay told TechCrunch.
Independent benchmarks suggest that modern AI models are able to doing this work. Number bankwhich is designed to measure the tool calling ability of a model, involves a scenario by which models must process a returned product – an in depth analogy to many support tasks. The current leaderClaude Sonnet 4.5, solves 85% of the issues within the test.
After a messy investor battle in 2022, Zendesk made a series of AI acquisitions that laid the muse for the present transformation. The analytics agent launched today relies directly on the corporate's Acquisition of Hyperarcwhich was accomplished in July. Previous AI acquisitions include QA and agent services system Klaus (acquired in February 2024) and automation platform Ultimate (acquired the next March).
Zendesk has been testing the brand new system with existing customers and Upadhyay says the outcomes are promising.
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“For customers who’ve used it, consumer satisfaction has increased by five to 10 points,” he told TechCrunch.
Large language models were often used for customer support, although rarely on the dimensions of Zendesk. Companies from Airbnb to Regal Theaters have already experimented with in-house chatbot support, often contracting directly with foundation model labs. However, these systems are typically more concerned with retrieving information than with more complex troubleshooting or taking self-directed actions.
If the brand new push for AI-based support is successful, the economic impact could be significant. Zendesk's Resolution Platform already supports nearly 20,000 customers and resolves 4.6 billion tickets annually. Beyond Zendesk, the US employs 2.4 million customer support representatives – with far larger workforces in other countries.
