Zendesk has announced that it is introducing outcome-based pricing for its AI agents to meet the changing needs of its customers.
The company is adopting an approach which ties outcomes directly with the success they achieve, to keep up with the current trends in CX.
Zendesk AI agents are AI-powered bots, capable of autonomously resolving even the most complex customer issues from start to finish. The new pricing model means that customers will only incur costs for issues that are resolved autonomously by AI. This way businesses pay only for the real results delivered by AI agents.
“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. 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,” said Nikhil Sane, SVP GTM Strategy and Pricing at Zendesk.
Centered around customer flexibility, the pricing model still allows customers to utilize human agents where necessary. Starter usage level is included at no additional cost to help customers scale automated resolutions as their needs grow. As usage increases, Zendesk’s pricing model scales accordingly, allowing businesses to manage their budgets effectively while avoiding unexpected costs.
Once automation becomes essential in managing the pace and volume of customer interactions, AI agents will be accessible to all businesses and will include AI agent capabilities for all Zendesk Suite and Support plans.
