Zendesk, the company providing the most complete AI solution for CX on the market, is at the forefront of revolutionising customer experience (CX) with the power of AI.
Soon, up to 80% of customer interactions will be automated, and the way companies deliver value needs to evolve with rapid changes in AI. Traditional pricing models no longer suffice in an era where customer value can and should be measured by outcomes directly tied to success.
As part of Zendesk’s ongoing commitment to innovation, the company has implemented a significant shift in its pricing model that reflects the transformative impact of AI on customer service: outcome-based pricing for AI agents, focusing on automated resolutions that deliver real value to customers.
Zendesk AI agents represent the next generation of AI-powered bots, capable of autonomously resolving even the most complex customer issues. This evolution from traditional bots to sophisticated AI agents marks a pivotal moment in the CX industry, and with this change, pricing models must reflect the true value AI provides.
Zendesk senior vice president of go-to-market strategy and pricing, Nikhil Sane said, “Zendesk’s commitment to innovation has always been driven by a deep understanding of our customers’ evolving needs. As the industry moves toward more transparent, results-oriented business models, we’re proud to lead the way with a solution that ensures companies can confidently invest in AI.
“Our outcome-based pricing solution is more than just a pricing model—it’s a reflection of our dedication to driving real, measurable success for our customers. As we continue to innovate and lead in AI-powered CX, Zendesk remains committed to listening to our customers and evolving all aspects of our offerings to meet their needs.”
Pricing is now directly tied to the outcomes delivered by AI agents, meaning customers only incur costs for issues that are resolved autonomously by AI. This model is centred around customer flexibility, offering simplicity and transparency, as well as the ability to scale automated resolutions as needs grow.
Customers have the tools to optimise their AI integration as their business evolves with an in-product dashboard that provides visibility into automated resolution usage and automation rate. As usage increases, Zendesk’s pricing model scales accordingly, allowing businesses to manage their budgets effectively while avoiding unexpected costs.