Zendesk has launched the Outcome AI Platform, a hub for coordinating AI agents with human staff across different systems, Mobile Time reports. According to the company, customers set an Outcome Budget and pay only for progress, such as resolving eligible issues or completing defined business tasks, with no limit on the number of users. Plans vary by the features included.
Zendesk says the platform can automate more than 80% of service requests, cut resolution time and raise customer satisfaction. Its agents are specialized by industry, and a learning system called Self-Improving Zendesk links agents, human workflows, databases and quality metrics to trace problems to their root causes. Management tools include Launchpad for building and testing agents, Admin Copilot, an Analytics agent and a Quality Score metric.
The platform also includes the Open Service Directory, an open specification and public directory that lets personal AI assistants locate brands' official, verified support channels as each company defines them. Zendesk Bridge connects outside AI agents and interfaces to Zendesk workflows and actions. Self-Improving Zendesk and the specialized agents are available now, Zendesk Bridge is in early access by request, and the directory is due to launch soon, according to the report.