Customer service software provider Zendesk has unveiled a series of innovations at its AI Summit, including AI-powered agents for omnichannel support, enhanced agent copilot, powerful voice capabilities, and a new agent builder.

The new capabilities aim to assist companies in delivering exceptional service in a user-friendly, scalable manner that drives meaningful business results.

The company has also announced a fully-featured voice solution that provides unified and elevated customer support at every step of the call journey. Customers can now interact naturally with an adaptable, 24/7 AI Agent for voice and resolve issues autonomously, escalating to a human agent only when necessary.

Zendesk's CX Trends Report indicates that Australian consumers expect more than just traditional customer support, with fast and personalised customer experiences heavily influencing their purchasing decisions. In response to this, Zendesk is enhancing its agent copilot with powerful capabilities that are available for all companies to deliver consistent, high-quality service.

The company is making AI agents available on all channels, including voice, ensuring that these autonomous bots can work independently or alongside human agents in resolving customer issues. Zendesk has introduced a new AI agent builder that makes it easy for businesses to set up AI agents and add controls.

Zendesk is introducing more AI-powered insights to analyse customer conversations across systems, extract valuable key insights, and enable real-time business intelligence. The company is on a mission to power exceptional service for everyone on the planet, helping businesses bring together the best of AI agents, workflow automation, and human agents for their customers and employees.

CEO of Zendesk, Tom Eggemeier, said: “AI is now bridging the gap between high quality service, at a lower cost, while delivering much more personalised experiences.”

Country Leader, Australia and New Zealand, Kellie Hackney, said: “Many of the business leaders we speak to tell us their customer service teams are under more pressure than ever to meet heightened customer expectations and the growing volume of customer service interactions. With 87% of Australian CX leaders believing the volume of customer service interactions will increase five times by 2027, companies need to look at ways to become leaner, faster, and more effective through AI. At a time when a customer’s experience can make a significant difference to a company’s bottom line, we’re excited to bring these new AI capabilities to organisations of all sizes, empowering human agents to work more efficiently and helping them deliver faster, personalised and streamlined customer experiences. Those companies that embrace this partnership earn a competitive advantage driven by increased customer satisfaction, stronger customer retention, and long-term loyalty.”

Senior Product Support Manager of Melbourne-founded sports analytics company, Catapult, Pablo Rodriguez, shared his experience with the new tool. “With agent copilot we’ve been able to decrease agent handle time which has improved our overall resolution time. For our team, where many cases involve product troubleshooting, copilot’s auto assist mode guides agents through every step. We’ve been very impressed with the results so far. It has helped us deliver faster, more consistent customer experience globally while improving overall efficiency and support quality.”