Autonomous Service Workforce: AI agents that do the work

Zendesk’s Autonomous Service Workforce is an operating model where AI agents, copilots, and human teams work together to resolve service issues faster. As part of the Zendesk Resolution Platform, this connected workforce supports customers and employees across every interaction, reducing manual work, improving service quality, and keeping teams in control. Powered by the Resolution Learning Loop™, all communication strengthens knowledge, workflows, and automation over time.

The Autonomous Service Workforce brings AI agents, copilots, workflows, knowledge, and governance into one connected system. It resolves customer and employee issues faster while reducing manual work across service operations. Human teams stay in control of outcomes, with AI improving performance through every interaction.

Resolve more issues with specialized AI agents

Zendesk AI agents go beyond answering questions to reason through complex requests and take action across systems. They resolve issues via messaging, email, voice, and backend workflows, using your knowledge, policies, and business context to provide accurate, personalized responses. With custom agents, teams can automate specialized processes that reflect their unique workflows, rules, and service standards.

Turn operational insights into action with proactive copilots

Zendesk copilots give agents, admins, knowledge managers, and service leaders proactive guidance to improve performance. Agent Copilot recommends next steps, Admin Copilot surfaces workflow improvements, and Knowledge Copilot identifies content gaps. Meanwhile, Analyst Copilot turns service data into clear recommendations, so teams can optimize operations and improve outcomes over time.

Connect knowledge, workflows, and business systems

AI agents deliver stronger resolutions when they can access the systems where work happens. With Action Flows, Knowledge Connectors, MCP, and business integrations, Zendesk connects agents to the context and tools they need. They can retrieve trusted information from anAI knowledge base, automate actions, and coordinate work across systems without adding manual steps.

Deliver seamless service for customers and employees

The Autonomous Service Workforce supports customer and employee service from one connected platform. Zendesk unifies omnichannel support,contact center experiences, Employee Service AI agents, and ITSM workflows across teams. That reduces operational silos and gives customers and employees more consistent service, no matter where they ask for support.

Continuously improve every resolution

The Resolution Learning Loop™ turns every interaction, workflow, and outcome into insights for future service. AI agents and copilots use those insights to strengthen knowledge, refine automation, and improve service quality over time. This creates a smarter service operation that scales efficiently while delivering better customer and employee experiences.

Leading companies choose Zendesk to move beyond disconnected tools and standalone AI. Powered by the Zendesk Resolution Platform, the Autonomous Service Workforce bringsAI agents, copilots, knowledge, workflows, and governance into one system built for better resolutions. 

See how Zendesk customers are scaling customer and employee service while improving quality, control, and operational efficiency.

BritBox

BritBox uses Zendesk AI agents to scale subscriber support while preserving its white-glove service experience. With AI agents handling common billing, access, and playback issues, BritBox reached a 47 percent automation rate and reduced full resolution time by 27 percent. Human agents now have more time for complex conversations, while Zendesk helps BritBox deliver faster, more personalized support across markets.

Docebo

Docebo uses Zendesk AI Agents, Copilot, and QA to run a faster, more proactive global support operation. With Zendesk, Docebo achieved a 35 percent automated resolution rate for chat, 58 percent quicker resolutions, and 50 percent faster QA reviews. The team also reduced ticket volume by 20 percent, saved over $250,000 annually, and maintained a 95 percent CSAT score.

Teamsystem

TeamSystem uses Zendesk AI agents to unify support across acquired companies and scale through surging demand. Its AI agents now handle more than 100,000 questions each month and automate up to 80 percent of repetitive requests. By improving knowledge and bringing teams onto one platform, TeamSystem reduced repetitive emails by 99 percent while maintaining strong CSAT without adding headcount.