Zendesk's AI agent can resolve 80% of support tickets, but human-AI handoffs are key

No matter what an AI CEO or anyone representing an AI company might say, they all know their technologies are going to replace a lot of jobs. In fact, for many of them that is their stated goal as in this case. How many jobs and how deep into the jobs market they carve out is yet to be seen. But at a minimum it is going to be disruptive to the jobs market for a while. "Zendesk announced Wednesday at its AI summit a string of LLM-driven products meant to reshape the company’s reliance on human technicians. The center of the new features is an autonomous support agent that Zendesk believes will solve 80% of support issues without human intervention. That system will be supplemented by a co-pilot agent, which will assist human technicians with the remaining 20% of issues, as well as an admin-layer agent, a voice-based agent, and an analytics agent. According to Shashi Upadhyay, Zendesk’s president of Product, Engineering and AI, the new agents are part of a broader change in the support industry, as AI replaces much of the work that was previously done by humans. 'The world’s going to shift from software that’s built for human users, to a system where AI actually does most of the work,' Upadhyay told TechCrunch."

Zendesk says its new AI agent can solve 80% of support issues Zendesk has launched a new autonomous support agent that should solve 80% of support issues without human intervention. https://lnkd.in/enexK-Rz

Zendesk says its new AI agent can solve 80% of support issues: Zendesk has launched a new autonomous support agent that should solve 80% of support issues without human intervention. https://lnkd.in/enYyyj-a

As more support teams turn toward AI, the big question isn’t if, it’s how. Our latest post breaks down five ways to unlock the power of Zendesk AI, from built-in automation to smarter workflows that scale. A well-tuned Zendesk AI helps teams: 🔸Automate routine requests 🔸Route tickets intelligently 🔸Boost agent productivity 🔸Scale global support 🔸Evolve without rework Read more: https://lnkd.in/gJ2cfC-k #ZendeskAI #CustomerSupport #CXInnovation #Automation #AI #ZendeskAdvancedPartner

Zendesk AI Summit Highlights Series: Solve 80% of support issues with #ZendeskAIAgents. During the Zendesk AI Summit, Shashi Upadhyay shared with TechCrunch how our new suite of AI agents is transforming customer and employee service — from resolving most issues autonomously to empowering teams with copilot, voice, and analytics support. The future of service is autonomous, intelligent, and built into Zendesk.

AI in customer support feels both exciting and a little scary. I found myself reading up on the date of AI in contact centres (an easy read linked below) and it struck me as super exciting and a little bit scary. On the one hand, AI-powered contact centres are already showing some incredible results. Reports show they can now resolve 70 to 83% of routine tickets from start to finish. One company even achieved an 87% reduction in average resolution time. That means faster service, less repetition for customers, and real cost savings for businesses. But here is the other side. If it is rolled out poorly, customers could be left frustrated, unheard or trapped in endless loops with a chatbot. Worse still, teams could miss the chance to step into more meaningful roles if the focus is only on efficiency rather than experience. So it feels like a balancing act. Done well, AI could lift customer service to a whole new standard. Done badly, it could erode trust just as quickly. For those of us in Brisbane and across Australia, the question might be: how do we make sure the human experience stays at the centre while we take advantage of the speed and scale AI can bring? What do you think, are AI-powered support systems the next leap forward in service, or a risk if we rush in without enough care? https://lnkd.in/gQG_nWk2 #AI #CustomerExperience #Support #Innovation #FutureOfWork #Australia #Brisbane

Dialpad Launches Its Agentic AI Platform, Ending the Chatbot Era and Redefining the Future of Customer Service https://ow.ly/bAak50X9EpZ #MarTech #MarketingTechnology #MarketingTech #AdTech

🚨 Zendesk just announced AI that could reshape customer service forever. But here's what most people are missing about this announcement... While everyone's talking about "AI replacing jobs," the real story is much more nuanced. Zendesk's new AI Summit revealed some game-changing capabilities: ✅ Voice AI agents that can handle complex conversations ✅ Video calling and screen sharing integration ✅ Autonomous agents powered by GPT-5 ✅ Real-time data access through Knowledge Connectors ✅ Admin Copilot for operational assistance The numbers are staggering: Zendesk powers nearly 5 billion customer resolutions annually and expects $200 million in AI-related revenue this year. But here's the reality most headlines won't tell you: AI isn't replacing customer service teams—it's amplifying the best ones. The companies that will win are those that use AI to: → Handle routine inquiries instantly → Give human agents superpowers with real-time data → Create seamless handoffs between AI and humans → Focus human talent on complex, high-value interactions The future isn't "humans vs. AI" in customer service. It's "humans + AI" creating experiences that neither could deliver alone. Smart customer service leaders aren't asking "How do we replace our team with AI?" They're asking "How do we use AI to make our team unstoppable?" The companies that figure this out first will dominate customer experience in the next decade. What's your take—are you seeing AI enhance or replace human roles in your industry?

Dialpad launches Agentic AI Platform, empowering autonomous agents to resolve customer issues end-to-end. “Instead of using AI to deflect customers, we’re using it to solve their problems,” said Craig Walker, CEO of Dialpad. Read the full news: https://lnkd.in/dfKkTjkp #Dialpad #AgenticAI #AICX #CustomerService #CommunicationsAI #TechIntelPro

Zendesk Unveils Powerful New AI Capabilities within the Resolution Platform to Accelerate Service at Scale https://lnkd.in/dnaziYhA #AIinnovation #contactcenter #customerexperience #Customerinteractions #deeperinsights #KnowledgeConnector #martech360 #news