Zendesk has launched its AI Dynamic Pricing Plan, a pioneering flexible pricing model that empowers businesses to integrate AI in their customer service strategies with adaptable costs. This innovative approach allows companies to balance their resources between human agents and AI-driven interactions based on evolving customer demands, operational goals, and market shifts.
Preparing for an AI-Driven Service Landscape
Tom Eggemeier, CEO of Zendesk, emphasized the inevitability of AI in service: “In just a few years, there will be a massive shift in the amount of service that is automated – we predict 100% of interactions will involve AI. With this in mind, we want to give our customers the freedom and flexibility to adopt AI and automation at a pace that best suits their business needs,” said Tom Eggemeier, CEO of Zendesk. “The AI Dynamic Pricing Plan allows our customers to adjust as they learn and refine their approach to service without being constrained to one setup.”
Insights from Zendesk’s Future of AI-Powered CX report highlight a rapid shift in the customer experience landscape, with 83% of CX leaders in India foreseeing the end of traditional customer service models within three years, replaced by AI-driven solutions. With customer interactions expected to quintuple by 2027, businesses require adaptable AI solutions like Zendesk’s to meet escalating demands effectively.
Flexible and Outcome-Based Pricing to Meet Market Needs
The AI Dynamic Pricing Plan introduces unprecedented flexibility by allowing companies to dynamically allocate resources between human and AI agents and adjust costs accordingly. It enables companies to adopt a hybrid workforce that seamlessly integrates AI, while avoiding the constraints of traditional pricing models. Zendesk also offers an Outcome-Based Pricing model, where companies only pay for the tangible results delivered by AI agents, optimizing spending and maximizing return on investment (ROI).
Keith Dawson, Director of Research, Customer Experience at ISG Software Research, noted that Zendesk’s pricing model aligns with a growing trend: “The advent of AI and automation has transformed the traditional pricing model, as companies embrace outcome-based pricing that shows a direct link between AI and ROI. However, as businesses adopt AI, they want to be able to adjust without the potential risk of extra costs or complex commitments. Zendesk’s pricing model aligns with the market trend of companies seeking a way to explore AI and automation with the added flexibility.”
Supporting CX Transformation Across Indian Businesses
Maureen Chong, Regional VP of Asia at Zendesk – “AI is fast evolving from a distant vision to an immediate necessity for customer experience transformation among Indian businesses,” said Maureen Chong, Regional Vice President, Asia, Zendesk. “With over 80% of CX leaders in India expecting all channels to be powered by AI, Zendesk’s AI Dynamic Pricing Plan makes AI less daunting by giving organisations the flexibility to experiment with it in their own time. This approach allows businesses to deploy and scale AI strategically without any constraints of the traditional pricing model.”
Zendesk: A Partner in AI-Driven Customer Experience
With this new pricing model, Zendesk reaffirms its role as a trusted partner in AI transformation for customer experience. The AI Dynamic Pricing Plan helps companies embrace AI’s potential while managing risks, positioning Zendesk as an enabler of responsive, scalable customer service solutions.
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