Zendesk Introduces Outcome-Based Pricing for AI Agents, Revolutionizing Customer Service Pricing Model

The Future of Customer Service: Zendesk Introduces Outcome-Based Pricing for AI Agents

In a groundbreaking move that reflects the transformative impact of AI on customer service, Zendesk, the leading provider of AI solutions for CX, has announced a significant shift in its pricing model. The introduction of Outcome-Based Pricing for AI agents is set to revolutionize the way businesses pay for the value they receive from leveraging AI technology.

According to the Zendesk Future of AI-powered CX report, 89% of APAC leaders believe that AI is changing everything about customer experience. This includes how businesses should pay for the outcomes delivered by AI agents. With Outcome-Based Pricing, costs are directly tied to the real results achieved by AI, ensuring that businesses only pay for issues that are fully resolved autonomously.

Nikhil Sane, SVP GTM Strategy and Pricing at Zendesk, emphasized the company’s commitment to innovation and customer success. He stated, “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 lead in AI-powered CX, Zendesk remains committed to evolving our offerings to meet the changing needs of our customers.”

Zendesk AI agents represent the next generation of AI-powered bots, capable of autonomously resolving complex customer issues from start to finish. This shift comes at a time when consumers in APAC expect chatbots to have the same level of expertise as human agents. The move to Outcome-Based Pricing aligns with Zendesk’s goal of making AI more accessible and transparent for businesses of all sizes.

Maureen Chong, Regional Vice President, Asia at Zendesk, highlighted the importance of aligning costs with results in the era of automation. She stated, “Our shift to Outcome-Based Pricing for AI agents allows us to address the gap in perception around AI costs and demonstrate its direct impact on business outcomes. Zendesk is innovating for a future where traditional CX is becoming obsolete, and we are constantly evaluating how we can help our customers meet rapidly changing needs.”

The Outcome-Based Pricing model offered by Zendesk is centered around customer flexibility, simplicity, transparency, scalability, and predictability. Businesses can integrate AI agents in a way that aligns with their objectives, with clear tracking and scaling options as needs evolve. With AI agent capabilities included in all Zendesk Suite and Support plans, businesses can deliver smarter, more efficient customer experiences.

As automation becomes essential in managing customer interactions, Zendesk’s Outcome-Based Pricing ensures that businesses can continue to leverage AI technology effectively. By aligning costs with outcomes, Zendesk is leading the way in driving real, measurable success for its customers in the evolving landscape of customer service.

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