Zendesk has revealed its intention to acquire Ultimate, a leading service automation provider, as part of its strategy to offer a comprehensive AI solution for customer experience (CX). In response to growing demand for AI-driven customer engagement, Zendesk aims to go beyond traditional bot capabilities by providing AI agents that proactively solve problems, enhancing the overall CX and giving brands a competitive edge.
According to Tom Eggemeier, CEO of Zendesk, AI represents the future of CX, with next-generation AI agents becoming essential for businesses to engage effectively with customers. By integrating Ultimate’s capabilities, Zendesk aims to set a new standard in CX, empowering customers to receive quick and effortless support while allowing human agents to focus on building relationships and addressing complex challenges.
Reetu Kainulainen, CEO and co-founder of Ultimate, highlights their mission to help businesses use AI to create positive support experiences. Ultimate’s AI agents automate a significant portion of support requests, offering customization and integration capabilities to handle even the most complex use cases effectively.
Kelsey Hales, a senior Zendesk lead at Taskrabbit, emphasizes the importance of delivering exceptional customer service in the AI era. By joining forces with Ultimate, Zendesk aims to exceed customer expectations while prioritizing efficiency and cost-effectiveness.
Daniel Newman, CEO of The Futurum Group, notes the potential of AI agents to provide precise and personalized support for customers. With the acquisition of Ultimate, Zendesk is well-positioned to address sophisticated service use cases and enhance customer issue resolution with greater personalization, speed, and responsiveness.
This acquisition complements Zendesk’s existing AI offerings and solidifies its position as a provider of comprehensive CX solutions. By combining Zendesk AI, Ultimate’s technology, and other AI-powered solutions, Zendesk aims to deliver a complete CX platform that enhances customer experiences, manages service quality, and drives business growth.
