Zendesk has revealed a new autonomous support agent that it expects will handle 80 % of customer support issues without human involvement. The announcement came at Zendesk’s AI summit, where it also showcased companion agents aimed at assisting the remaining workloads.
The architecture includes several layers: a copilot agent to help human support staff manage tougher tickets, an admin-layer agent for system oversight, a voice-based agent for conversational channels, and an analytics agent built from prior acquisitions.
Shashi Upadhyay, Zendesk’s President of Product, Engineering and AI, described the move as reflective of an industry shift: software is no longer just a tool for humans, but increasingly a system designed to automate core workflows. Zendesk’s internal testing with existing clients has shown promising gains, including an increase in customer satisfaction by 5 to 10 points.
Zendesk has long supported more than 20,000 enterprises, resolving billions of tickets each year. By automating a larger share of support, the company believes it can reallocate human resources to strategic tasks and elevate efficiency across support operations.
Architecture & Capabilities
The new autonomous agent is rooted in large language models and tool integration, allowing it to reason, act, and call external services when needed. Benchmarks such as TAU-bench suggest modern models already resolve comparable tasks at high success rates.
Zendesk enhanced its capabilities through several acquisitions. For instance, the analytics agent leverages technology from Hyperarc, while earlier buys like Klaus and Ultimate laid foundational AI and automation tooling. These components help the system understand ticket context, suggest resolutions, escalate when necessary, and provide insight on traffic patterns.
To support human agents, copilot features suggest replies, flag anomalies, or propose next steps. Voice agents allow hands-free interactions in support flows, and admin agents monitor system health, compliance, and performance.
Expanding the Resolution Platform with Advanced AI
Zendesk’s latest update enhances its Resolution Platform with a series of new capabilities designed to improve automation, insight, and real-time collaboration. The platform now supports autonomous Voice AI agents, allowing natural conversations that can resolve complex issues without escalation.
Other major additions include Admin Copilot for automated guidance and recommendations, Action Builder for low-code workflow creation, and Knowledge Builder for generating dynamic help content. Zendesk also introduced video calling and screen sharing in its contact center tools, enabling agents to assist customers visually.
Introducing Admin Copilot, the only proactive AI assistant built specifically for admins: https://t.co/HzMoO19KkJ
Get a personalized digest of where to focus, a conversational assistant to ask questions, and the ability to carry out approved changes automatically. pic.twitter.com/T63tvMdkLE
— Zendesk (@Zendesk) October 8, 2025
AI analytics powered by HyperArc combine data-driven insights with human review to identify patterns and root causes behind service issues. The update also expands Employee Service tools, integrating asset management and Microsoft 365 support to accelerate IT resolution.
With these additions, Zendesk positions itself as an end-to-end AI service platform, blending automation, collaboration, and analytics to deliver faster and more personalized support at scale.
