Zendesk, the world’s leading AI service provider, announces major breakthroughs in AI innovation at its AI Summit designed to strengthen its Resolution Platform.

In response to increasingly complex and high-volume customer and employee interactions, Zendesk’s complete AI-first solution – purpose-built for service – empowers Customer Service, Employee Service and Contact Centre teams with the capabilities to resolve issues more efficiently and deliver better outcomes.

The Resolution Platform powers AI Agents that handle a significant portion of nearly 5 billion issues resolved annually, reaching more channels and customers than any other solution.

These agents outperform legacy systems and traditional bots by effortlessly managing complex, multi-step problems using advanced LLMs like GPT-5 and the Model Context Protocol (MCP) for instant data access, streamlining workflows and accelerating problem resolution.

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This foundation has driven strong market adoption, with nearly 20,000 customers using Zendesk AI and a projected AI Annual Recurring Revenue of $200 million this year, marking significant growth.

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Tom Eggemeier, Zendesk CEO says, “Today’s customers want more than just quick responses – they expect issues fully resolved,. While many speak of AI as a distant promise, Zendesk is distinguished by our tangible, realized products already reshaping service today. As more organizations rely on Zendesk AI, we’re changing the way service gets done. It’s a clear sign that our focus on innovating faster than ever is paying off, helping us deliver real value across industries. We’re the AI service provider of choice for more companies than any other, and we’re committed to helping customers cut through complexity and create lasting impact.”

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Mitch Young, Senior Vice President, APAC, Zendesk says, “Business leaders in India recognize the transformative impact AI is having on service, with 94 percent going as far as saying it’s completely redefining service standards. This strong consensus reflects the country’s forward-thinking, tech-driven ambition, as more organizations are eager to harness AI to deliver faster, smarter, and more personalized resolutions. With our latest innovations, Zendesk is primed to help Indian organizations turn this ambition into reality with the confidence to deliver service that creates real, measurable outcomes for their business and customers.”