Zendesk Supercharges Resolution Platform with More AI and HyperArc Insights
Voice AI agents, Admin Copilot, and advanced analytics aim to streamline customer and employee service like never before
Zendesk is announcing a slate of updates coming to its Resolution Platform, its AI-powered customer and employee service solution. Among the features being added are new voice AI agents, an admin copilot, and advanced analytics powered by HyperArc. In addition, the company is unveiling advancements to both its Contact Center and Employee Service offerings.
Introduced in March, Zendesk’s Resolution Platform is a package of AI-powered tools, knowledge graphs, automation tools, governance monitoring capabilities, and more, all designed to help companies provide service faster. It’s powered by OpenAI’s GPT-5 and supports Model Context Protocol (MCP), allowing third-party bots to integrate with the platform. Zendesk claims that autonomous agents built on the Resolution Platform have resolved over 4.6 billion issues annually.
“Today’s customers want more than just quick responses—they expect issues fully resolved,” Tom Eggemeier, Zendesk’s chief executive, says in a release. “While many speak of AI as a distant promise, Zendesk is distinguished by our tangible, realized products already reshaping service today. As more organizations rely on Zendesk AI, we’re changing the way service gets done.”
One of the newest features coming to the Resolution Platform is voice AI agents. These are autonomous bots that support voice inputs and outputs and can act and resolve issues independently of human agents. Zendesk spent part of last year developing these bots, partnering with startup PolyAI to automate “up to 50 percent” of voice interactions. At the time, executive Jon Aniano explained to me that Zendesk’s goal was to use AI to restore “humanity” to the dreaded IVR system. Now, these same bots are part of the Resolution Platform.
The second addition is the Admin Copilot, a proactive assistant that delivers summaries, insights, and recommendations to service administrators, while automating processes and offering proactive guidance. This tool enables employees to quickly identify workflow bottlenecks, optimize automation, and stay ahead of any potential service issues. If it works out, it could result in faster issue resolutions, more consistent service quality, and fewer errors or delays—all things Zendesk would claim as a win.
One final addition is a tool called Advanced Insights Powered by HyperArc. It combines AI and human analysis to provide human workers with a detailed understanding of their customers, surfacing trends and root causes, and proactively delivering better service. This tool is the first native integration of HyperArc’s technology since Zendesk acquired the AI-first business intelligence startup in July. Advanced Insights should not be surprising, given that Zendesk aimed to bolster its analytics with HyperArc’s HyperGraph engine and real-time AI-powered insights.
But that’s not all. When the Resolution Platform debuted, Zendesk also showcased various tools alongside it, including an Action Builder, App Builder, Knowledge Connectors, and Knowledge Builder. All are now generally available.
As for Zendesk’s Contact Center, the company is incorporating new capabilities: voice AI agents, video calling, and screen sharing. With live video support, human agents can provide high-touch interactions, seeing what customers see to resolve complex issues.
At the same time the Resolution Platform was announced, Zendesk also unveiled its Employee Suite, an AI-powered platform designed to help IT, HR, and support teams respond more effectively to internal service tickets. It’s now the recipient of three new features:
IT Asset Management: This tool gives IT administrators greater visibility into who’s using company-issued hardware. This is currently available to those customers enrolled in Zendesk’s Early Access Program.
Service catalog: This is a helpful list of services and assets employees can use to make requests with the help desk
Microsoft Copilot integration: Zendesk support is now embedded in Microsoft 365 apps
“Zendesk is setting itself apart in the crowded AI-powered service market,” Sudhir Rajagopal, Research Director at IDC, remarks. “The combination of AI Agents with an integrated platform covering Contact Centers and Employee Service offers more than just innovation; it drives tangible business results. With an emphasis on real-time issue resolution over service interactions, powered by customer insights, organizations can more effectively meet customer outcomes and realize measurable ROI. With HyperArc’s AI-driven analytics, Zendesk improves its ability to address challenges in service operations, helping organizations drive impactful outcomes.”
“It’s a clear sign that our focus on innovating faster than ever is paying off, helping us deliver real value across industries,” Eggemeier comments. “We’re the AI service provider of choice for more companies than any other, and we’re committed to helping customers cut through complexity and create lasting impact.”