Inside Zendesk’s dual AI leap: From reliable agents to real-time intelligence with GPT-5 and HyperArc

Zendesk is leveraging agentic AI to revolutionize customer support, focusing on dependability and customer satisfaction. Their AI agents can autonomously solve nearly 80% of customer requests, freeing up human agents for complex issues. Rigorous testing across five key categories ensures consistent and reliable AI agent performance, crucial for brand alignment. A QA agent monitors conversations, intervening if the AI strays from established guidelines, enhancing the customer experience. The introduction of ChatGPT-5 has significantly improved AI capabilities, enabling action-oriented responses and improved understanding of customer intent. Zendesk's integration of ChatGPT-5 reduces workflow failures and escalations, leading to faster resolutions and fewer hand-offs. They have incorporated HyperArc, an AI-native analytics platform, to analyze both structured and unstructured customer support data. This integration transforms Zendesk's analytics, providing deeper insights and actionable recommendations for improvements across the entire company. The AI analyzes historical data to predict and proactively address recurring issues, turning reactive support into a proactive strategy. This approach allows Zendesk to continuously learn and improve customer service, building trust and sharpening performance. Zendesk believes AI will continue to provide benefits for both customers and human agents.