Zendesk presents autonomous service platform

Zendesk has introduced the "Autonomous Service Workforce" at its Relate conference this year, an innovative platform aimed at increasing efficiency in customer service through the use of Artificial Intelligence. At the heart of this new solution is the Resolution Platform, which integrates various AI agents, copilots, and automated workflows. This development marks a significant step in the evolution of customer service, enabling companies to optimize their service processes while simultaneously enhancing customer satisfaction.

A key feature of the Resolution Platform is the newly introduced No-Code Agent Builder. This allows companies to create and customize their own AI agents without deep programming knowledge. The no-code approach is designed to make it easier for smaller businesses to benefit from AI technology by enabling them to develop tailored solutions for their specific needs.

In addition to the user-friendliness of the agent builder, the Resolution Platform also supports multi-channel interactions (MCP). This means that the AI agents are capable of operating across various communication channels, whether via email, chat, or social media. This functionality is crucial to meet the current demands for seamless customer service, as customers increasingly expect to be addressed through their preferred channel.

Enhanced Voice AI and Multilingual Support

Another highlight of the new platform is the enhanced Voice AI, which now offers support for over 60 languages. This feature enables companies to provide their services on a global scale and serve customers in their preferred language. Multilingual support is particularly important in an increasingly globalized world, where companies interact with customers from different countries and cultures.

Billing for the use of the Resolution Platform is based solely on verified resolved inquiries. This pricing model is designed to ensure that companies only pay for services actually rendered, promoting cost-efficient use of the platform. Through this transparent billing method, companies can better plan and optimize their customer service expenditures.

The introduction of the "Autonomous Service Workforce" is part of Zendesk's ongoing commitment to developing innovative solutions for customer service. The platform aims to increase efficiency while improving the quality of customer interactions. With the combination of AI agents, a no-code agent builder, and enhanced features, it is expected that companies will be able to significantly transform their service processes.

The Relate conference 2026 once again demonstrated that Zendesk is at the forefront of technological developments in customer service. The features and tools presented are designed to help companies adapt to the ever-changing market demands while maximizing customer satisfaction.