Zendesk's New Resolution Platform Redefines Customer-Centric Service Through AI-Powered Outcomes

Forbes

28-03-2025

Zendesk's new Resolution Platform puts customer-centric outcomes first with AI agents, real-time ... More insights, and a smarter approach to service and employee support.
AI is no longer confined to the backend of business. It's increasingly becoming the face of customer experience—showing up in everyday service interactions, anticipating needs, and resolving problems before they escalate. That shift was on full display at Zendesk Relate, where the company introduced its new Resolution Platform, a comprehensive system powered by Agentic AI.
But this wasn't just a technology launch. It was a statement about what truly matters in service today: putting people first. Zendesk is aligning its strategy with a growing movement among CX leaders—one that prioritizes empathy, trust, and clarity. In this new model, resolution isn't a byproduct of good service—it's the goal.
Tom Eggemeier, CEO of Zendesk, described it this way:
Many platforms promise automation. Zendesk is focused on something more meaningful: resolution at scale. Its new AI agents act like digital caseworkers—analyzing context, learning from interactions, and guiding customers to solutions, not just responses.
Powered by a Knowledge Graph built from over 50,000 service sources, these agents deliver fast, accurate answers. Even without an existing knowledge base, Knowledge Builder can generate one from past tickets, while Generative Search surfaces direct, relevant responses—no guesswork required.
Zendesk understands that smart automation includes knowing when to hand off to a human.
As Adrian McDermott, Zendesk's Global Chief Technology Officer, explained in an interview on The Modern Customer Podcast:
To make that balance possible, Zendesk is reducing friction for teams building support experiences.
This is more than efficiency—it's a shift that empowers CX teams to act quickly and creatively. That's customer-focused innovation, in action.
Zendesk's approach reinforces a central principle: use AI to enhance—not replace—the human connection. Tools like Action Builder let teams automate workflows across platforms like Jira and Slack without code, reducing agent load and speeding up support.
Trust is essential. AI Reasoning Controls provide visibility into how decisions are made, while Custom Quality Assurance reviews every interaction for tone, accuracy, and effectiveness—ensuring customers feel heard, not handled.
Zendesk is also rethinking how service is measured and paid for. With outcome-based pricing, companies only pay when a customer issue is successfully resolved. This aligns value with what customers care about most: getting help that actually works—on the first try.
It's a simple but powerful message: resolution isn't just a goal—it's the baseline.
Zendesk also recognizes that meaningful service begins internally. The new Employee Service Suite brings the same outcome-driven model to support teams like IT and HR—acknowledging that employees, like customers, need fast, intuitive help when things go wrong.
As Eggemeier put it:
'Employees are internal customers. They deserve a fast, reliable experience too.'
Zendesk's Resolution Platform offers a glimpse into that future: fast, flexible, and designed with people—not processes—at the center.
For CX leaders, the message is clear: put resolution first. Use technology to create clarity, not complexity. Because behind every ticket, every tool, and every touchpoint—is a person counting on you to get it right.
Blake Morgan - called 'The Queen of CX' by Meta - is a keynote speaker and the author of three cx books including her newest The 8 Laws Of Customer Focused Leadership.