Zendesk introduces Specialized AI Agents for industry and custom workflows

Zendesk has introduced Specialized AI Agents designed around specific industries and company workflows rather than generic support automation. The initial Industry Agents focus on commerce tasks including shopping assistance, order management, returns, exchanges, delivery issues and refunds. Custom Agents can be configured around an organization’s policies, approvals, knowledge and connected systems. Zendesk positions the release as an extension of its Resolution Platform toward more complex end-to-end service workflows.