India, May 22 -- At its annual Relate conference, Zendesk outlined its vision for an "Autonomous Service Workforce", a customer service approach centred on AI agents operating across channels and use cases. The company said the model moves away from conventional deflection-based chatbots towards specialised AI agents designed to resolve customer issues and priced according to verified outcomes.

Zendesk said the strategy seeks to address a common challenge in customer service, where organisations have added disconnected tools to legacy workflows, often prioritising ticket deflection rather than resolution.

At the centre of this approach is the Zendesk Resolution Platform, a unified system combining data, intelligence, knowledge, workflow...