Zendesk has unveiled its new autonomous AI agent, which the company says can handle 80% of customer service requests without human intervention. The solution is built on a combination of natural language processing and generative AI, aiming to reduce waiting times, cut costs, and improve overall customer satisfaction.
The AI agent is capable of independently understanding incoming customer needs, proposing solutions, and even executing transactions within back-end systems. According to Zendesk’s official blog, the system is designed for continuous learning, expanding its knowledge base through real-world customer interactions. The company emphasised that while the AI agent is intended to automate the vast majority of service cases, more complex issues will continue to require human attention.
This development reflects the broader trend of growing adoption of autonomous AI solutions in the customer service sector. Zendesk argues that its agent’s 80% resolution rate marks a significant step forward compared to earlier, mostly semi-automated chatbots. The company believes the technology will allow businesses to achieve cost savings and enhance service quality, while enabling human staff to focus on the more complex and high-value cases.
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Russell Brandom
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