Are frustrating, endless phone menus a thing of the past? Zendesk thinks so, and they're betting big on AI to make it happen. Zendesk has just unveiled a substantial wave of new AI-powered features designed to revolutionize customer and employee service, fundamentally changing how businesses interact with those they serve. This isn't just about adding a little AI here and there; it's a comprehensive overhaul of their Resolution Platform, touching everything from contact centers to internal IT support and even platform administration.
The announcements, showcased at their recent AI Summit, center around three key areas: truly autonomous Voice AI Agents, powerful new low/no-code development tools, and enhanced analytics capabilities thanks to the recent acquisition of HyperArc. This move underscores Zendesk’s dedication to scaling effective service resolution and solidifying its position as a leader in the AI-driven customer experience space. But as Matthias Goehler, Zendesk’s EMEA CTO, shared in an exclusive conversation, the core goal extends beyond simply automating tasks. It’s about “seamlessly integrating AI with human expertise, creating a unified and holistic service experience.”
Voice AI: Finally, a Smarter Way to Call for Help
If you’ve ever been trapped in a labyrinthine IVR system, endlessly pressing numbers hoping to reach a real person, Zendesk’s Voice AI Agents offer a welcome prospect. These aren’t your typical automated phone systems. Equipped with advanced AI, they’re designed to handle complex inquiries without the frustrating, rigid structure of traditional IVR trees. Imagine being able to explain your issue in your own words, just as you would to a human agent, and having the AI intelligently guide you to a resolution.
According to Goehler, Zendesk’s AI already excels in messaging, chat, and email support. “We’re now extending that intelligence to the voice channel,” he explains. “Customers can call, speak naturally, and the AI will understand and assist them throughout the process.”
Technologically, these new solutions leverage cutting-edge Large Language Models (LLMs), including advancements building on GPT-5, to simultaneously process both speech and text. This dual processing significantly reduces delays and improves the AI’s ability to accurately understand the customer’s needs. This results in more natural and fluid conversations, a significant improvement over the robotic interactions often associated with automated phone systems. Interestingly, Zendesk’s renewed focus on voice represents a shift in industry thinking. For years, many companies prioritized digital channels, sometimes at the expense of voice support. Goehler acknowledges this past oversight, calling it “short-sighted” and emphasizing Zendesk’s firm belief that “the voice channel is here to stay.”
“Even with advanced automation, customers often prefer to speak with a person when facing complex issues,” Goehler points out. “Voice remains a crucial channel, and now we can bring the same level of intelligence and automation to it that we’ve already achieved in other areas.”
Admin Co-Pilot: Empowering the Teams Behind the Scenes
Building on their existing agent co-pilot technology, Zendesk’s Admin Co-Pilot utilizes AI to recommend, automate, and even implement configuration changes to streamline workflows. While it might not seem directly customer-facing, Goehler highlights its potential for substantial operational improvements.
“Consider an administrator noticing increasing handling times for a specific type of support request,” he explains. “The co-pilot will analyze the situation, suggest creating a new routing rule, and, with the administrator’s approval, automatically implement it. This eliminates the need for manual configuration, saving valuable time and effort.”
Zendesk experienced significant gains in resolution times and customer satisfaction (CSAT) scores when they introduced the co-pilot for agents, and Goehler anticipates similar benefits on the administrative side, particularly in areas like system maintenance and onboarding new teams. “It’s about simplifying the lives of administrators,” he says. “They can either prompt the co-pilot with specific requests or allow it to proactively offer suggestions – a significant leap forward in efficiency.”
HyperArc: Unlocking Real-Time Insights with AI Analytics
For Goehler, a self-described technology enthusiast, HyperArc is the most exciting development. And arguably, it’s also the most strategically important. Following their acquisition of HyperArc in July, the platform’s AI analytics capabilities will now integrate directly with Zendesk Explore. But here's where it gets controversial… some analysts question whether the price tag for HyperArc was justified, given the already crowded analytics market.
Instead of painstakingly navigating through dashboards, users can now simply ask HyperArc to investigate issues and identify root causes, receiving comprehensive results complete with tables, graphs, and clear narrative summaries. To illustrate this, Goehler presents a scenario where a company experiences a sudden spike in average handle time. Traditionally, resolving this would involve manually analyzing data across different teams, brands, or timeframes. However, with HyperArc, “you simply pose the question, and the analysis is automatically generated.”
The system can even recommend corrective actions, empowering CX leaders to respond to emerging issues with greater speed and confidence. “It’s particularly valuable for Business Process Outsourcing (BPO) environments where reporting is critical,” Goehler adds.
A Comprehensive Platform for the Future of Service
Beyond these core updates, Zendesk also announced several additional enhancements, including:
- Video calling and screen sharing within the contact center, enabling more personalized and effective support interactions.
- IT Asset Management for employee service, providing a complete overview of hardware and service catalogs.
- Deeper integration with Microsoft 365, bringing AI-powered Zendesk support directly into familiar productivity tools.
- AI-powered Knowledge Builder and Connectors, automating the creation and maintenance of help content while integrating with platforms like Confluence, SharePoint, and Google Drive.
- Low/no-code Action and App Builders, allowing teams to create custom workflows and applications using simple natural language prompts, eliminating the need for complex development work.
This expanding ecosystem demonstrates Zendesk’s ambition to evolve beyond a traditional CX platform, positioning itself as a complete, AI-first service platform. And this is the part most people miss… Zendesk isn’t just reacting to the AI revolution; they’re actively shaping it, aiming to redefine the future of customer and employee service.
What are your thoughts on Zendesk’s AI push? Do you believe voice support is making a comeback, or will digital channels continue to dominate? Do you think the benefits of AI-powered admin tools outweigh the potential risks of over-reliance on automation? Share your opinions in the comments below – we’d love to hear your perspective!
