Zendesk has introduced Specialized AI Agents designed to handle complex, industry-specific and business-specific workflows by combining domain expertise with organizational knowledge, processes and connected systems. The launch includes Industry Agents, which are designed for common, high-value tasks within specific sectors, and Custom Agents, which businesses can configure around their own policies, workflows and expertise. The offering supports Zendesk’s vision for an Autonomous Service Workforce, where AI takes on more operational work while organizations retain control. Industry Agents are initially available for commerce, supporting activities such as shopping assistance, order management, returns, exchanges, delivery issues and refunds, with financial services, media and technology planned for expansion.
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Commerce workflows can connect with systems including Shopify, Narvar, Stripe and Riskified, enabling agents to retrieve information and take action across systems. “The era of generic, one-size-fits-all AI agents is over. The best agents are specialists: deeply grounded in the work, the industry, and the business they serve,” said Shashi Upadhyay, President of Product, Engineering and AI, Zendesk. “Specialized Agents give organizations the expertise and context to take on more complex work, earn trust, and drive quantitative impact.” Custom Agents, built through Zendesk’s no-code Agent Builder, allow businesses to define tasks, system access, actions and human approval requirements, with more than 1 million executions reported within seven weeks of launch. Riskified is also integrating risk intelligence into commerce workflows to support fraud and policy-abuse prevention.