Zendesk launches outcome-based pricing for AI agents

Zendesk has announced the introduction of Outcome-Based Pricing for AI agents, a solution that ties the company's pricing model to the successful outcomes delivered by these AI agents. This marks a shift from the traditional interaction-based pricing approach, ensuring businesses pay only for issues resolved autonomously by AI, thereby aligning costs directly with the value received.

Nikhil Sane, Senior Vice President of GTM Strategy and Pricing at Zendesk, commented on the company's commitment to innovation and customer needs. "Zendesk's commitment to innovation has always been driven by a deep understanding of our customers' evolving needs. As the industry moves toward more transparent, results-oriented business models, we are proud to lead the way with a solution that ensures companies can confidently invest in AI," he said.

Sane further elaborated on the new pricing model, stating, "Our Outcome-Based Pricing Solution is more than just a pricing model—it's a reflection of our dedication to driving real, measurable success for our customers. As we continue to innovate and lead in AI-powered CX, Zendesk remains committed to listening to our customers and evolving all aspects of our offerings to meet their needs."

The Outcome-Based Pricing is designed to offer customer flexibility, transparency, and scalability. Each business can integrate AI agents according to their unique needs and timelines, while human agents can monitor automated resolution usage, forecast future requirements, and adapt their plans accordingly. Zendesk has also ensured that the pricing remains straightforward and transparent, allowing customers to scale automated resolutions as required with clear tracking across all channels.

To further support businesses, Zendesk's pricing model includes a starter usage level at no additional cost, enabling them to manage their AI integration effectively and avoiding unexpected expenses. An in-product dashboard provides visibility into automated resolution usage and automation rates, ensuring that businesses can optimise their AI integration as they evolve.

The introduction of Outcome-Based Pricing is particularly significant given the anticipated rise in automated customer interactions. According to Zendesk, up to 80% of online interactions are expected to be automated soon, necessitating a shift in how companies measure and deliver value to their customers. This move by Zendesk aligns with broader industry trends and reflects the company's ongoing commitment to innovation and customer service.

Zendesk entered the Australian market in 2013 and has since been implemented on thousands of e-commerce sites. The Outcome-Based Pricing could potentially lead to substantial savings for local businesses, especially as e-commerce spending is expected to reach new heights in 2024.

As AI becomes central to managing customer interactions, Zendesk aims to make AI agents accessible to all businesses. These capabilities are included in all Zendesk Suite and Support plans, with a starter usage level offered at no additional charge. This ensures that companies can continue to provide efficient customer experiences without incurring additional costs initially.

By shifting to Outcome-Based Pricing, Zendesk is not only reflecting the value of AI but also ensuring that businesses can continue to meet customer needs effectively. The new model underscores Zendesk's leadership in AI-powered customer service and its commitment to delivering measurable success for its customers.