Zendesk announced a significant shift in its pricing model, introducing Outcome-Based Pricing for AI agents. This pricing model directly ties costs to the outcomes delivered by AI.
Nikhil Sane, SVP of GTM Strategy and Pricing at Zendesk., said: "Our Outcome-Based Pricing Solution is more than just a pricing model—it's a reflection of our dedication to driving real, measurable success for our customers. As we continue to innovate and lead in AI-powered CX, Zendesk remains committed to listening to our customers and evolving our offerings to meet their needs."
Outcome-based pricing
Outcome-based pricing aims to align costs directly with the results delivered by AI agents.
Zendesk claims the model prioritises customer flexibility, enabling businesses to align AI agents with specific objectives.
Zendesk's pricing also claims to be simple and transparent to ensure customers can maximise its value while maintaining control. Customers can begin with a starter usage level to scale automated resolutions, with transparent tracking across all channels at no additional cost.
An in-product dashboard provides visibility into automated resolution usage and automation rate, allowing customers to optimise AI integration. Its pricing model scales accordingly as usage increases to ensure proper budget management and prevent unexpected costs.
Addressing reservations
Maureen Chong, regional vice president of Asia at Zendesk, said, "Many leaders we've spoken to in Asia are excited about the promise of AI. Yet, they still have a few reservations, typically around the perception of prohibitively high costs associated with AI implementations and the lack of transparency in showing its direct impact on business outcomes. Our shift to Outcome-Based Pricing for AI agents allows us to not only address this gap but also build on our efforts to make AI more accessible to businesses of all sizes and budgets."
