Zendesk launched the AI Outcome Platform, which connects its service tools with external AI assistants, CRN reported. The platform includes Zendesk Bridge, which links ChatGPT, Claude, Microsoft Copilot and custom internal bots to Zendesk AI, service context, workflows and actions. Customers can resolve issues with Zendesk data without leaving those tools.
The platform also adds the Open Service Directory. It lets personal AI assistants find a brand's verified support channels, whether or not the brand uses Zendesk. The directory has an open specification and a public directory.
Zendesk also expanded an unlimited-seats, outcome-focused pricing plan that replaces seat-based fees. Zendesk president of product, engineering and AI Shashi Upadhyay told CRN he expects more than 50% of customer service traffic within businesses to be agent-to-agent within a couple of years.