Zendesk, a customer service platform, has introduced a new AI-powered customer service automation solution at its global conference, Relate.

Named Zendesk AI, the solution will include autonomous AI agents that can interact with customers automatically and handle inquiries, workflow automation tools, and a GenAI copilot that enables human agents to improve interactions using historical conversation data.

Moreover, its other features include personalized intents for a better understanding of customer needs, GenAI tools to efficiently manage knowledge bases, and AI reporting for tracking performance indicators. The company claims that the tool can automate almost 80% of customer service requests and decrease resolution times by 30%.

Analyst QuickTake:  While not explicitly disclosed, the launch of Zendesk AI seems to have directly resulted from the company’s recent acquisition of Ultimate , a GenAI-powered customer service automation platform. At the time of the acquisition, the company stated its plans to integrate Ultimate’s AI agent technology into its platform and expand its AI capabilities. Moreover, the launch is in line with a wider technological trend of leading players deploying GenAI-powered automation tools during the past month.