Zendesk Unveils the Resolution Platform at Relate 2025 — The Future of Customer Service Is Here
At Relate 2025, Zendesk introduced a major leap forward in customer service technology: the Zendesk Resolution Platform. This new platform is designed to combine the best of AI and human support, offering businesses faster, smarter, and more personalized service tools.
What is the Resolution Platform?
The Resolution Platform is a fully integrated solution that uses Agentic AI—Zendesk’s term for AI that can reason, learn, and act like a human agent. Its goal is simple: resolve customer issues better and faster.
Key Features at a Glance:
🤖 Next-Gen AI Agents
These new AI agents go beyond basic bots. They understand complex problems, learn from interactions, and give tailored responses—like a real support agent would.
🛠️ AI Agent Builder
Zendesk now offers a no-code tool to create your own AI agents. It’s simple, flexible, and perfect for businesses that want custom support solutions without hiring a developer.
⚡ Zendesk Copilot, Upgraded
Copilot is now smarter than ever. It can pull information from Zendesk and external tools like Jira and Slack, and even take action automatically—saving human agents time.
📚 Knowledge Builder + Knowledge Graph
Don’t have a full help center yet? Zendesk’s AI can analyze past tickets and build one for you. The upgraded Knowledge Graph connects all your service content, so agents and AI always find the right answer fast.
🔎 Generative Search
Customers don’t need to scroll through dozens of articles. Zendesk’s new search tool gives instant, accurate answers at the top of your help center. It’s built-in with every Zendesk plan.
🔄 Action Builder & App Builder
These new tools let you connect Zendesk with other platforms and build custom workflows—without coding. Want a custom app inside Zendesk? Now you can build one with AI assistance.
Outcome-Based Pricing: A New Business Model
One of the most exciting changes is Zendesk’s move to outcome-based pricing. Instead of paying for every interaction, businesses now only pay when a customer issue is actually resolved.
Why It Matters
Customer expectations are growing. They want fast, clear, and helpful service. Zendesk’s Resolution Platform brings businesses one step closer to delivering that—combining smart automation with a human touch. Zendesk’s Resolution Platform is redefining customer service. It’s AI-powered, human-friendly, and built for real results. Businesses of all sizes can now offer more efficient, personalized support—without the tech complexity.
🧠💬💡 The future of CX is here.
