Zendesk says its new AI agent can solve 80% of support issues
Zendesk announced Wednesday at its AI summit a string of LLM-driven products meant to reshape the company’s reliance on human technicians. The center of the new features is an autonomous support agent that Zendesk believes will solve 80% of support issues without human intervention. That system will be supplemented by a co-pilot agent, which will assist human technicians with the remaining 20% of issues, as well as an admin-layer agent, a voice-based agent, and an analytics agent. According to Shashi Upadhyay, Zendesk’s President of Product, Engineering and AI, the new agents are part of a broader change in the support industry, as AI replaces much of the work that was previously done by humans. “The world’s going to shift from software that’s built for human users,…
