Zendesk has introduced its AI Dynamic Pricing Plan, a flexible pricing and usage approach designed to make AI in service more accessible and adaptable for businesses. This allows companies to adjust their investment between human agents and AI agents.
Zendesk’s model – the first of its kind in the market – offers companies flexibility in adopting AI for customer service by allowing them to adapt and scale their approach over time. Unlike traditional setups that can restrict adaptability, Zendesk lets businesses use human agents or AI agents, or a combination of both, and shift investments as needs evolve.
Zendesk CEO, Tom Eggemeier said, “In just a few years, there will be a massive shift in the amount of service that is automated – we predict 100% of interactions will involve AI. With this in mind, we want to give our customers the freedom and flexibility to adopt AI and automation at a pace that best suits their business needs. The AI Dynamic Pricing Plan allows our customers to adjust as they learn and refine their approach to service.”
Zendesk country leader for Australia and New Zealand, Kellie Hackney added, “Australian CX leaders are telling us they’re excited by the potential of AI and the value it can create for their people and customers. We’re already seeing organisations start to experiment and implement it into their customer journeys; however, we recognise that every organisation needs the flexibility to adopt and scale it in their own time.
“With the introduction of Zendesk’s flexible pricing, organisations now have the ability to adopt and accelerate AI at their own pace in a way that reflects the unique circumstances of their own business – without the cost or complexity of being tied to a traditional pricing model.”
Following the successful launch of Outcome-Based Pricing, in which businesses pay only for the real results delivered by AI agents, the AI Dynamic Pricing Plan offers a flexible allocation approach. It allows companies to optimise spending across different pricing models, such as outcome-based and seat-based pricing.