Zendesk Introduces Dynamic Pricing Option for AI Agents

Are you a Zendesk user looking to optimize your customer and employee experience suite? Well, you’re in luck! Zendesk recently introduced a new pricing option called dynamic pricing, adding to their existing outcomes-based pricing model. This new dynamic pricing allows customers to reallocate their financial commitment to AI agents, providing flexibility and the opportunity to test out AI within their business operations.

But what exactly does this mean for you as a Zendesk user? It means that you now have the ability to explore the benefits of AI agents without having to completely overhaul your existing seat-based Zendesk contracts. This complementary model allows you to find the right balance between human and bot interactions, ultimately enhancing your customer service experience.

However, AI pricing has been a challenge for many CX vendors, as they navigate the costs associated with implementing AI technologies. Unlike cloud giants such as Microsoft and Google, most vendors do not have their own generative AI models, which adds another layer of complexity to pricing structures. Salesforce, for example, offers a contact center pricing model similar to Zendesk’s, pricing Agentforce at $2 per conversation.

Despite the benefits of AI in customer service, the pricing model for AI bots remains somewhat of a mystery. Analysts like Liz Miller point out that customers and vendors are often left in the dark about the ultimate costs, especially when compared to human agents. This uncertainty highlights the importance of carefully considering the value and benefits of AI tools before implementing them in your organization.

At a recent AI Summit in New York City, Zendesk customers had the opportunity to learn more about outcomes-based pricing and share their thoughts on the new pricing model. While some customers expressed enthusiasm for the idea, others were more cautious, emphasizing the importance of aligning pricing with the value received from the service.

In the end, it’s clear that implementing AI tools like Zendesk’s dynamic pricing requires careful consideration and strategic planning. As IT leadership evaluates the potential benefits of AI in customer service, it’s essential to weigh the costs against the value delivered. With the right approach, AI technology has the potential to revolutionize customer service operations and drive business success.