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Zendesk adds flexible AI agent capabilities with Ultimate acquisition
Zendesk is acquiring Berlin-based startup Ultimate.ai, giving the customer service company access to AI agent technology.
Zendesk has been trying to transform customer service since it launched in 2007, so it shouldn’t come as a surprise that the company sees the industry being altered in a big way by the rise of generative AI. The idea of an AI agent has come to the forefront recently as companies look to build bots that do more than answer questions, but also help resolve problems by connecting to back-end transactional systems. Zendesk CEO Tom Eggemeier, who joined the company last fall, says that he believes that as more customers interact with the AI agents, it will increase the need for the kind of automated responses that Ultimate provides.
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