Zendesk Launches Flexible Pricing for Customized AI Journeys

November 11, 2024

New approach empowers companies to scale their AI and automation investments in line with evolving customer and employee needs

San Francisco, CA – November 11, 2024 – Today, Zendesk introduced their market-leading AI Dynamic Pricing Plan, a flexible pricing and usage model designed to make AI in service more accessible and adaptable for businesses. This new approach allows companies to adjust their investment between human agents and AI agents, providing the flexibility needed to be responsive as customer needs, business goals and market demands evolve.

“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,” said Tom Eggemeier, CEO of Zendesk. “The new pricing model allows our customers to adjust as they learn and refine their approach to service without being constrained to one setup.”

Zendesk’s new model – the first of its kind in the market – offers companies flexibility in adopting AI for customer service by allowing them to adapt and scale their approach over time. Unlike traditional setups that can restrict adaptability, Zendesk’s model lets businesses use human agents or AI agents, or a combination of both, and shift investments as needs evolve. This approach enables CX leaders to tailor their AI adoption based on current and future requirements of the business.

“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,” said Keith Dawson, Director of Research, Customer Experience, ISG Software Research. “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.”

Following the successful launch of Outcome-Based Pricing, in which businesses pay only for the real results delivered by AI agents, the AI Dynamic Pricing Plan follows the same premise of ensuring companies see a return on investment on their AI investments. With this new model, Zendesk reaffirms its commitment to being a trusted partner for businesses as they expand their use of AI, removing the constraints of traditional setups. By allowing customers to tailor their approach, Zendesk aims to make AI a practical and accessible choice for companies focused on enhancing both customer and employee service strategies.

About Zendesk
At Zendesk, we’re on a mission to power exceptional service for every person on the planet. As the industry leader in customer experiences, we help businesses bring together the best of AI agents, workflow automation, and human agents for their customers and employees. With our software and expertise, businesses deliver service that increases customer loyalty and drives revenue at a reduced cost. Learn more at www.zendesk.com.