Zendesk has launched the Zendesk Resolution Platform, designed to empower businesses to deliver excellent service and resolve issues. It includes advanced tools integrating Zendesk AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, and measurement and insights.
“The pace of business in APAC is fast, and supporting solutions need to provide value while keeping pace with the rate of growth. By providing a direct path to outcomes, the Zendesk Resolution Platform delivers quick, clear and insights-driven solutions,” commented Mitch Young, senior vice president of APAC, Zendesk.
Zendesk Resolution Platform
The Zendesk Resolution Platform is built on five core components with new products and features.
It includes Zendesk Agents, such as next-generation Zendesk AI agents designed to enhance service delivery by providing faster, more accurate responses to customer inquiries; an upgraded AI Agent Builder to create customised AI agents; and new Copilot enhancements.
It also offers a comprehensive Knowledge Graph, such as the Zendesk Knowledge Graph, which consolidates service knowledge for immediate access by Zendesk agents. With its AI-powered Zendesk Knowledge Builder, which analyses past tickets and key business context, and a new generative search feature, it provides immediate and comprehensive answers.
The platform also includes no-code actions and integrations, AI reasoning controls, custom Quality Assurance (QA), and an AI insights hub that serves as a centralised AI operations centre with AI-driven recommendations.
