Zendesk, a leading provider of customer service software and support ticketing systems, has launched a new AI Dynamic Pricing Plan. This innovative pricing model is designed to make AI in service more accessible and adaptable for businesses, providing them with the flexibility to adjust their investment between human and AI agents in response to evolving customer needs, business goals, and market demands.

The AI Dynamic Pricing Plan follows the launch of Zendesk's Outcome-Based Pricing, where businesses pay only for the real results delivered by AI agents. This new pricing model is a response to the growing trend of businesses seeking flexible, outcome-based pricing models that provide a direct link between AI and return on investment (ROI).

According to Zendesk’s Future of AI Powered CX report, over 90% of Australian organisations anticipate a complete revamp of customer service, underpinned by AI. Furthermore, 74% of Australian CX leaders believe their agents will only handle complex escalations that involve in-depth troubleshooting and support in the next three years.

Kellie Hackney, Country Leader, Zendesk Australia and New Zealand, said, "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."

Tom Eggemeier, CEO of Zendesk, echoed this sentiment, stating, "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 without being constrained to one setup."

Keith Dawson, Director of Research, Customer Experience, ISG Software Research, highlighted the transformation of traditional pricing models due to the advent of AI and automation. He said, "The advent of AI and automation has transformed the traditional pricing model, as companies embrace outcome-based pricing that shows a direct link between AI and ROI. However, as businesses adopt AI, they want to be able to adjust without the potential risk of extra costs or complex commitments. Zendesk’s pricing model aligns with the market trend of companies seeking a way to explore AI and automation with the added flexibility."