Zendesk says its new AI agent can solve 80% of support issues | TechCrunch

"Zendesk announced Wednesday at its AI summit a string of LLM-driven products meant to reshape the company's reliance on human technicians. The center of the new features is an autonomous support agent that Zendesk believes will solve 80% of support issues without human intervention. That system will be supplemented by a co-pilot agent, which will assist human technicians with the remaining 20% of issues, as well as an admin-layer agent, a voice-based agent, and an analytics agent."

""The world's going to shift from software that's built for human users, to a system where AI actually does most of the work," Upadhyay told TechCrunch. Independent benchmarks suggest that contemporary AI models are capable of taking on the work. TAU-bench, which was designed to measure a model's tool-calling ability, includes a scenario in which models have to process a returned product - a close analogue to many support tasks. The current leader, Claude Sonnet 4.5, solves 85% of issues on the test."

Zendesk is launching multiple LLM-driven agents including an autonomous support agent intended to solve 80% of support issues without human intervention, plus a co-pilot agent to assist human technicians with the remaining 20%, an admin-layer agent, a voice-based agent, and an analytics agent. Independent benchmarks such as TAU-bench show top models handling close analogues to support tasks and solving a high percentage of issues. Recent AI acquisitions including Hyperarc, Klaus, and Ultimate supply analytics and automation capabilities. Early previews report consumer satisfaction increases of five to ten points, signaling a shift toward AI-driven support.

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