Zendesk plans per-resolution pricing that drops seats for customers

Zendesk charges for every resolution, whether a human or an AI agent closes the case, CEO Tom Eggemeier told TNW. Zendesk began charging for automated resolutions in August 2024. It has since tested a seat-less model with about 100 customers.

Zendesk will roll that model out shortly to customers who want it, Eggemeier said. AI now solves or assists more than 50% of Zendesk tickets, a count that includes self-service, AI agents and copilots. He expects Zendesk to end the year with about $400m of AI revenue, most of it from AI agents billed per resolution.

Customers on seat-based plans can ask Zendesk whether per-resolution billing is available to their account. The interview gives no prices, plan names or rollout dates.

Source: thenextweb.com