Zendesk has launched an outcome-based pricing model, aligning costs with the actual results delivered by AI agents in customer service. This approach reflects the growing acknowledgement of AI's transformative role in customer experience (CX), with 89% of APAC leaders recognizing its impact.
Everest Group says the model is well-suited for engagements where most of the work is transactional in nature, the client wants pricing clarity and guarantees, and the service provider has no explicit motivation to improve performance beyond service levels.
Nikhil Sane, Zendesk's SVP of GTM Strategy and Pricing, claims the vendor’s Outcome-Based Pricing Solution is a reflection of our dedication to driving real, measurable success for their customers. This model ensures businesses only pay for issues resolved autonomously by AI, enhancing confidence in their AI investments.
The introduction of AI agents capable of handling complex queries meets consumer expectations, as 78% of APAC consumers demand chatbot expertise comparable to skilled human agents. Maureen Chong, regional vice president for Asia, noted, “Our shift to Outcome-Based Pricing allows us to address this gap and make AI more accessible to businesses of all sizes.”
Zendesk claims its pricing structure is built on flexibility, transparency, and scalability, and allows for tailored AI integration while providing options for human support when needed. Sane added, “Businesses can monitor usage and adjust plans as they see fit.”
The straightforward pricing ensures maximum value without hidden costs, including a starter usage level at no extra charge. As usage grows, the model adapts, enabling businesses to manage budgets effectively and avoid unexpected expenses.
As automation becomes crucial in customer interactions, Zendesk's commitment to making AI agents accessible across its Suite and Support plans sets a new standard for leveraging AI to enhance customer service outcomes.
