Choose your own agent, says Zendesk - and pay us on outcomes
It's barely six months since Zendesk's last major set of product announcements. This week brings another big launch, adding new support for connections from external AI agents — including agentic support queries on behalf of consumers — and the roll-out of an outcome-based pricing model for what it now calls the Outcome AI Platform, giving a new context for its recently introduced specialized agents.
One of the most significant announcements is Zendesk Bridge, a new platform through which customers can connect to Zendesk from external agents such as ChatGPT and Claude, rather than having to fire up the application to find information or get things done. This reflects the broader market trend towards headless access to SaaS applications from AI-native model providers, but Shashi Upadhyay, President of Products Engineering & AI at Zendesk, says this goes further:
I think the way people talk about headless, it's often like,...
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