Zendesk says its AI agent can resolve up to 80% of support issues
Zendesk has said its latest agentic AI can resolve up to 80% of support requests, as the company has broadened its platform with governance and no‑code tools.
Zendesk has said its latest artificial‑intelligence agents can resolve up to 80% of customer support requests, positioning the company’s AI as a frontline tool for handling routine service queries.
The claim was made alongside a wider push into “agentic” automation unveiled at the firm’s conferences and in recent product updates.
Automating support requests
Zendesk has introduced autonomous AI agents and supporting tools, saying the system “automates up to 80 per cent of support requests”, increases immediate automated resolutions threefold, and shortens resolution times by around 30%.
The company has framed these figures as outcomes observed across customers adopting Zendesk AI.
Earlier in March 2025, Zendesk had launched its Resolution Platform, a suite that brings together AI agents, an upgraded agent builder, copilot enhancements, a consolidated knowledge graph, governance controls and measurement dashboards all aimed at driving end‑to‑end resolutions rather than simple responses.
How the AI agent works
Zendesk’s “agentic” approach has combined pre‑trained, service‑specific models with orchestration tools to trigger actions, consult knowledge sources and integrate with back‑office systems.
The 2025 Resolution Platform has added no‑code builders for agents and apps, “AI Reasoning Controls” for transparency, and quality assurance that scores 100% of interactions across human and AI conversations.
Zendesk CEO Tom Eggemeier has separately pointed to Ultimate a customer automation startup Zendesk has agreed to acquire and integrate as having “done a really nice job solving up to 80% of interactions” via AI agents. Both statements describe an upper‑bound capability, not a guaranteed rate for every customer.
Why this matters for support teams
Zendesk has reported that customers using its AI have seen faster immediate resolutions and shorter overall handling times outcomes that, if sustained, typically translate into lower cost‑to‑serve and higher satisfaction metrics.
Zendesk has also shifted its messaging to outcomes, saying at the Relate 2025 conference that it is “the only large service software provider offering outcome‑based pricing”, where customers pay for resolved problems rather than interactions.
The company has also highlighted governance features designed to make agent reasoning auditable a key requirement for enterprise roll‑outs.
Competitor developments
In rival developments, Salesforce launched Agentforce 3 earlier in June 2025, adding a Command Center for observability and reporting customer results such as 70% autonomous resolution of administrative chats at 1‑800Accountant during peak season.
ServiceNow agreed on 10 March 2025 to acquire Moveworks for $2.85 billion to extend its agentic AI across employee and customer workflows, with closing expected in H2 2025.
Freshworks also unveiled new agentic capabilities in June 2025, including a no‑code Freddy AI Agent Studio; earlier figures from October 2024 have cited autonomous resolution rates around 40–45% in beta.