Zendesk Relate 2025 – all the news and updates live from day one
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A new AI Insights Hub is also joining the Zendesk portfolio to centralize all of the AI features that are active across a company’s customer service environment and highlight further AI recommendations .
In light of promoting transparency, Zendesk is launching AI reasoning controls for real-time visibility into AI agents’ chains of thought, setting guardrails and establishing boundaries.
“What if I don’t have a knowledge base,” asks Lisa Kant, SVP of Solutions and Product Marketing. The platform’s new knowledge builder helps growing companies create their own knowledge base based off support tickets to address frequently asked questions automatically, with thanks to AI, of course.
The second component of Zendesk’s Resolution Platform is the knowledge graph, which can integrate with data like internal documentation as well as knowledge bases. Coming soon, Zendesk’s knowledge graph will also work with third-party services like Confluence, Docusign and Asana.
Zendesk is rolling out a series of no-code Copilot enhancements, including one that can take action on behalf of human agents and integrate with third-party platforms like Jira and Slack. Previously, Copilot could only guide humans.
Revealing the intricacy of the technologies that power its platform, President of Product, Engineering, and AI Shashi Upadhyay highlighted that a combination of AI agents are required to get action done and reach a resolution, due to complex customer conversations and mounting consumer expectations.
Because of that, Upadhyay is introducing the company’s next-generation AI agents that can reason, learn and adapt, as well as an upgraded AI agent builder which takes natural language prompts to build the right agentic path.
And this is a big one – Zendesk is leading with two pricing models.
Outcome-based pricing will only charge you for problems that are resolved, placing an emphasis on resolution.
You’ll also be able to use the flexible pricing model for a combination of AI agents and human agents.
This year’s big launch is Zendesk Resolution Platform for agentic AI – a purpose-built platform introducing a suite of advanced tools that seamlessly integrate Zendesk AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, and measurement and insights.
A network of human agents plus service or AI agents will make the difference between simply being busy and being effective, says Eggemeier in his welcome speech, as he highlights the crucial role humans will continue to play in customer service.
We’ve managed to secure the prime spot to hear the announcements live from Zendesk’s execs in this morning’s keynotes.
Good morning! We’re about to take our seats in the main stage to hear from CEO Tom Eggemeier about Zendesk’s AI plans. Stay tuned for all the updates as they happen!
Also tomorrow, there will be a guest keynote from comedy legend Trevor Noah – definitely worth tuning in for that!
We’re just a couple of hours away from Zendesk Relate 2025 opening its doors, and while we may not be hearing about any new products until tomorrow, we’ll be laying the foundation today including hearing from Chief Legal Officer Shana Simmons about the future trends in AI regulation.
Get ready to join us as we cover Zendesk’s exciting updates at Relate 2025. We’re expecting plenty of AI announcements over the coming days.
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Refresh 2025-03-26T17:05:00.824Z A new AI Insights Hub is also joining the Zendesk portfolio to centralize all of the AI features that are active across a company’s customer service environment and highlight further AI recommendations . 2025-03-26T16:59:48.578Z In light of promoting transparency, Zendesk is launching AI reasoning controls for real-time visibility…
