The customer “resolution revolution” powered by emerging technologies was unveiled at Zendesk Relate 2025, together with an employee experience suite.
“The only metric that matters in customer service is resolution,” said Tom Eggemeier, CEO, Zendesk. “Resolutions are the future of customer service.”
At Zendesk Relate 2025 in Las Vegas, Zendesk demonstrated how it is leading this “resolution revolution.”
In the words of Eggemeier: “The Zendesk Resolution Platform is not just making service faster – it is making Agentic AI actually work for service, solving every issue with less effort and better outcomes.”
According to Zendesk’s research, ‘CX Trendsetters’ in APAC are 172% more likely to report high ROI from AI – and a big part of this are supercharged AI agents equipped with the tools to arrive at resolutions with speed and precision.
“The pace of business in APAC is fast, and supporting solutions need to provide value while keeping pace with the rate of growth,” said Mitch Young, Senior Vice President, APAC, Zendesk. “By providing a direct path to outcomes, the Zendesk Resolution Platform delivers quick, clear and insights-driven solutions.”
Young added: “CX leaders in APAC recently told us that they expect the majority of custom interactions to be resolved without human intervention in the next few years. We’re delivering that future to businesses in APAC – today!”
AI agents
Eggemeier said in his keynote at Zendesk Relate 2025: “Our network of AI agents built with service at the heart works like a well-trained ‘search and rescue’ team, ensuring every interaction leads to a resolution,” with the assurance that “we make sure customers only pay for problems that are resolved – not for interactions or failed attempts.”
Next-generation Zendesk AI agents are designed to reason, learn, and adapt to even the most complex inquiries, providing customers with real resolutions. The upgraded AI Agent Builder is a dynamic platform that allows businesses to create customized AI agents tailored to their unique service needs, enabling a more personalized customer experience and saving administrators’ time.
New Copilot enhancements from Zendesk include the ability for businesses to seamlessly integrate Zendesk knowledge sources and external systems, enabling Copilot to autonomously run key business procedures on behalf of agents. For instance, the Copilot can generate context-rich responses using the help centre or effortlessly execute tasks in platforms like Jira or Slack.
Setting up these integrations is easier than ever with no code required. These copilot enhancements significantly streamline workflows, enabling quicker resolutions while boosting agent productivity.
Melbourne-based Catapult is a global sports technology company that specializes in performance analytics and athlete monitoring using wearable tracking devices, video analysis tools, and athlete management software designed to optimize athletic performance, prevent injuries, and support recovery.
With Zendesk AI providing omnichannel support, Catapult agents were able to deliver a faster, more consistent experience globally and improved overall efficiency – reducing first response time by 50%.
By using features like intelligent triage, Catapult could automatically detect the type, priority, and sentiment of incoming support tickets. This helps their agents quickly identify and address critical issues, especially for high-impact customers like professional athletes who require urgent assistance.
Additionally, Zendesk Copilot provides tools like auto-assist, which suggests solutions or even performs agent-approved actions to resolve tickets efficiently. Features such as ticket summarization and suggested first replies further streamline the workflow, enabling Catapult’s support team to handle inquiries faster and more effectively.
