Zendesk, the company providing the most complete AI solution for CX on the market, is at the forefront of revolutionizing customer experience (CX) with the power of AI.
In order to provide the best solutions for customers, Zendesk is constantly evaluating ways to meet rapidly changing needs whether that is aggressive industry-leading benchmarking and testing of Generative AI, industry specific offerings or pricing models for a new way of working.
Soon up to 80% of customer interactions will be automated, and the way companies deliver value to customers needs to evolve with the rapid changes AI continues to bring. Traditional pricing models no longer suffice in an era where customer value can and should be measured by outcomes directly tied to the success they achieve.
As part of our ongoing commitment to innovation, Zendesk implemented a significant shift in our 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.
Driving the Future of Customer Experience with AI
Zendesk AI agents represent the next generation of AI-powered bots, capable of autonomously resolving even the most complex customer issues from start to finish. 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 to a business.
“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,” said Nikhil Sane, SVP GTM Strategy and Pricing at Zendesk. “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.”
Outcome-Based Pricing: Aligning Costs with Results
The introduction of Outcome-Based Pricing is more than just a new model—it’s a strategic move that positions Zendesk as a leader in AI-powered customer service. Our pricing is now directly tied to the outcomes delivered by AI agents, meaning customers will only incur costs for issues that are resolved autonomously by AI. This model ensures that businesses invest in successful outcomes, aligning costs directly with the value received ensuring businesses pay only for the real results delivered by AI agents. This model is:
- Centered around customer flexibility: Each business has unique needs and timelines for integrating AI. Zendesk’s flexible approach allows businesses to incorporate AI agents in a way that aligns with their specific objectives, offering options to continue utilizing human agents where necessary. Agents can monitor automated resolution usage, forecast future needs, and adjust plans accordingly.
- Simple and transparent: Zendesk’s pricing is designed to be straightforward, ensuring customers get maximum value while maintaining control. With a starter usage level included at no additional cost, customers can scale automated resolutions as needs grow, with clear tracking across all channels.
- Scalable and predictable: Customers will have the tools and flexibility to optimize 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.
As automation becomes essential in managing the pace and volume of customer interactions, Zendesk believes that AI agents should be accessible to all businesses and includes AI agent capabilities for all Zendesk Suite and Support plans, with a starter usage level at no additional cost. By transitioning to Outcome-Based Pricing, we are not only reflecting the value of AI but ensuring that businesses can continue to deliver smarter, more efficient customer experiences.
To learn more visit: https://www.zendesk.com/service/ai/ai-agents/.
