India, May 21 -- Zendesk has introduced its Autonomous Service Workforce, a new artificial intelligence (AI)-led service model aimed at moving customer and employee support beyond traditional chatbots and ticket deflection.

Announced at the company's annual Relate conference, the new approach is built on the Zendesk Resolution Platform. The platform brings together data, intelligence, knowledge, workflows, and governance to help companies deploy specialised AI agents across channels and service use cases.

Zendesk said the platform has been trained on roughly 20 billion ticket interactions. It also uses what the company calls the Resolution Learning Loop, which captures signals from every interaction to identify knowledge gaps and improv...