New approach empowers companies to scale their
AI and automation investments in line with evolving customer and
employee needs
SAN
FRANCISCO, Nov. 11, 2024 /PRNewswire/ --
Today, Zendesk introduced their market-leading AI Dynamic
Pricing Plan, a flexible pricing and usage approach designed to
make AI in service more accessible and adaptable for businesses.
This 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
AI Dynamic Pricing Plan allows our customers to adjust as they
learn and refine their approach to service without being
constrained to one setup."
Zendesk's 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 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 offers a flexible allocation
approach. It allows companies to optimize their spending across
different pricing models—such as outcome-based and seat-based
pricing—ensuring they see a strong return on their AI
investments.
With this new approach, 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.
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SOURCE Zendesk, Inc.