Zendesk has unveiled its AI Dynamic Pricing Plan, a groundbreaking approach designed to make artificial intelligence more accessible and adaptable for businesses. This innovative pricing model enables companies to flexibly balance their investments between human agents and AI agents, allowing them to adapt to evolving customer needs, business objectives, and market demands.
Tom Eggemeier, CEO of Zendesk, highlighted the pivotal role of AI in the future of customer service. “In a few years, every interaction will involve AI. Our AI Dynamic Pricing Plan provides the freedom for businesses to adopt AI at a pace that aligns with their specific goals, without being confined to rigid setups,” he said. This new model allows companies to experiment and refine their approach as they transition toward increased automation.
According to Zendesk’s Future of AI-Powered CX report, 83% of CX leaders in India believe traditional customer service will become obsolete within three years, with AI powering all service channels. Furthermore, 92% anticipate AI-driven transformations in customer experience and project customer interactions to rise fivefold by 2027.
Maureen Chong, Regional Vice President, Asia, Zendesk, noted, “AI is no longer a distant innovation; it is an immediate necessity for transforming customer experiences in India. Zendesk’s AI Dynamic Pricing Plan empowers businesses to experiment with AI, providing the flexibility to scale and implement strategically.”
Unlike traditional models that limit adaptability, Zendesk’s solution allows businesses to utilize human agents, AI agents, or a hybrid model, with the flexibility to shift investments as needs change. This innovative approach ensures that businesses can align their AI adoption with their evolving requirements.
Keith Dawson, Director of Research, Customer Experience, ISG Software Research, emphasized the significance of the new pricing model: “Outcome-based pricing is reshaping the traditional pricing landscape by linking AI investments directly to ROI. Zendesk’s dynamic model eliminates the risks of extra costs or rigid commitments, offering a seamless pathway for businesses to explore and adopt AI.”
Zendesk’s AI Dynamic Pricing Plan builds on the success of its Outcome-Based Pricing model, where businesses only pay for results achieved by AI agents. The new approach further enhances spending optimization across pricing models, such as seat-based and outcome-based pricing, ensuring businesses achieve maximum returns on their AI investments.
This flexible model underscores Zendesk’s commitment to empowering businesses with accessible and practical AI solutions. By offering adaptable pricing, Zendesk positions itself as a trusted partner in helping organizations elevate their customer and employee service strategies.
