Customer experience (CX) company, Zendesk, has introduced a new pricing model for AI agents, dubbed Outcome-Based Pricing. The new model links Zendesk's pricing to the outcomes delivered by AI agents, meaning customers only pay for issues that are autonomously resolved by AI, positioning the business as the first and only CX company to launch such a pricing model for AI agents.

Zendesk, which entered the Australian market in 2013, is installed on thousands of Australian e-commerce sites. With e-commerce spending in Australia expected to reach new heights in 2024, the new pricing model could potentially lead to significant savings for local businesses utilising Zendesk's services.

The company's AI agents are capable of autonomously resolving complex customer issues. The new pricing model is designed to be flexible, transparent, scalable, and predictable. It includes AI agent capabilities for all Zendesk Suite and Support plans, with a starter usage level at no additional cost.

SVP GTM Strategy and Pricing at Zendesk, 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 are 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," added Sane.