Zendesk revolutionizes customer service. The Resolution platform is enriched with innovative artificial intelligence tools. This development meets the need to automate interactions while optimizing the user experience. The use of AI voice agents and a proactive administrative copilot transforms traditional processes. These innovations promise a significant reduction in response times and increased service personalization.
Zendesk unveils revolutionary AI tools
At the AI Summit on October 8, 2025, Zendesk unveiled an innovative series of features integrated into its Resolution platform. This initiative contributes to the automation of customer service, aiming to handle up to 80% of requests autonomously. The new features, stemming from the optimization strategy launched in March 2025, focus on improving the speed, reliability, and personalization of interactions.
New voice agents and management tools
Among these tools, the Voice AI Agents have entered an early usage phase. Equipped with agentive AI, they allow for natural conversations to resolve customer issues as autonomously as possible. The addition of an Admin Copilot represents a significant advancement for administrators. This proactive assistant automates configuration tasks and offers relevant recommendations to improve operational processes.
According to Matthias Göhler, CTO EMEA at Zendesk, this copilot revolutionizes system management, enabling direct conversations with the backup interface, similar to those with a human agent. Administrators can thus optimize their productivity while expanding the assistance capabilities offered to customers.
Advanced creation and integration tools
Zendesk also integrates tools such as Action Builder and App Builder, which allow for creating workflows connected to various third-party services such as OpenAI, Shopify, and Confluence. Furthermore, the Knowledge Builder function automatically generates content from existing tickets, while Knowledge Connectors facilitate the integration of other information sources, including SharePoint and Google Drive.
Zendesk thus aims to make knowledge accessible from various systems, enabling smoother and more integrated information management. This development provides flexibility and reduces friction in information sharing.
Advanced analytics with HyperArc
The HyperArc advanced analytics, expected soon, combine artificial intelligence and human intervention to identify trends and causes of issues. This tool allows users to delve into specific topics, such as variations in processing time. A simple question like: “I noticed a decrease in average processing time, can you break it down by team?” instantly leads to relevant analyses and graphs.
Improvement of the contact center
The contact center also benefits from notable improvements, introducing real-time collaboration features. Agents can now engage in video calls and share their screens to better diagnose complex situations, thus reducing query processing time.
This centralization of voice, video, and written interactions allows for a smooth transition from one channel to another. The goal is to reduce the number of exchanges necessary to achieve an effective resolution while raising the level of customer satisfaction.
Increased support for employee service
Zendesk enhances its internal service offering by introducing an IT asset management module. This new feature allows for tracking the lifecycle of equipment provided by the company. Employees can thus easily see what equipment is assigned to them and understand when an upgrade is necessary.
With the creation of a service catalog, employees can directly submit their requests via the help center. An integration with Microsoft Copilot brings Zendesk services even closer to common office tools, easing the process for staff and relieving IT and HR teams of certain repetitive tasks.
Frequently Asked Questions About the Improvement of the Zendesk Resolution Platform with Artificial Intelligence
What are the main innovations that Zendesk has brought to its Resolution platform thanks to AI?
Zendesk has introduced AI voice agents, Admin Copilot for administrators, and tools like Action Builder and App Builder, aimed at optimizing workflows and enhancing the user experience.
How do AI voice agents work on the Resolution platform?
AI voice agents utilize agentive artificial intelligence to conduct natural conversations with customers, allowing them to resolve issues without human intervention.
What is the role of Admin Copilot, and how does it facilitate the work of administrators?
Admin Copilot acts as a proactive assistant, generating suggestions, summaries, and automating configuration tasks, thus providing direct support to administrators.
What real-time collaboration features are integrated into the platform for contact centers?
Contact centers can now benefit from video calls and screen sharing, allowing agents to better visualize the customer’s environment to resolve issues more quickly.
How does Zendesk enable better knowledge management with the new features?
With Knowledge Builder and Knowledge Connectors, Zendesk improves knowledge management by automatically generating content from tickets and integrating external sources like SharePoint.
What advantages does the native IT asset management module offer to employees?
This module allows tracking the use and lifecycle of IT equipment provided to employees, thus facilitating the diagnosis and resolution of technical issues.
What advanced analytics does HyperArc offer, and how can they assist teams?
HyperArc combines AI and human analysis to identify trends and root causes of issues, enabling teams to react promptly and improve customer service.
How does Zendesk ensure an omnichannel approach in managing customer interactions?
All interaction channels – voice, video, and written – are centralized in a single interface, allowing teams to switch between channels without losing continuity in service.
