Zendesk has unveiled a series of new generative AI and advanced analytics capabilities as part of its Resolution Platform. These enhancements are designed to improve customer experience by focusing on resolution as a key success metric, aiming to reduce effort and drive better outcomes.

The new capabilities include AI-powered email agents, no-code automation, real-time monitoring, customisable quality checks, and generative search. Zendesk's platform enhancements are intended to deliver omnichannel and democratized AI capabilities.

AI Agents for Email are a significant feature, automating over 50% of email interactions while reflecting a brand's tone and style. The platform also includes no-code automation through Action Builder, tailored quality controls via Custom QA, and AI-powered Generative Search.

Zendesk's updates aim to improve agent productivity and security with intuitive workflows and stronger authentication. The updates include Action Builder, App Builder, Help Centre Authentication for Messaging, and Automatic Redaction with Triggers.

Additionally, Zendesk has introduced Knowledge Builder for auto-generating a knowledge base and new Knowledge Connectors for connecting external sources. The platform offers a Copilot Agent Productivity Dashboard and AI Translations for Articles.

The enhancements also extend to workforce engagement management, with improvements such as Custom QA, WFM Performance Boards, and Back Office Time Tracking. These updates are available through Early Access Programs and General Availability phases.

Mitch Young, Senior Vice President, APAC, Zendesk, commented on the regional impact: "With 80% of CX leaders across APAC agreeing that investing in AI is now essential, it’s clear the region is ready to set a new standard for customer experience. This latest wave of Zendesk advancements—spanning AI-powered support, enhanced analytics, and smarter workforce management—equips businesses to be more agile, efficient, and responsive. Now is the time for APAC businesses to capitalise on innovation and lead the way in delivering customer experiences that inspire trust and lasting loyalty."

Shashi Upadhyay, Zendesk President of Product, Engineering and AI, highlighted the company's approach: "We’re accelerating our pace of innovation like never before, delivering new products and capabilities faster to meet our customers’ evolving needs. Our focus remains on building AI-powered solutions that are simple, easy-to-use, and scalable, ensuring businesses across all industries can seamlessly enhance their customer and employee experience without complexity or compromise. This approach guides every update we release and ensures customers have tools that are as intuitive as they are powerful."