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Zendesk Revolutionizes Customer Experience with the Launch of Agentic AI-Powered Zendesk Resolution Platform

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Zendesk also announces the Employee Service Suite, an intelligent solution that transforms employee service

LAS VEGAS, March 26, 2025 /PRNewswire/ — Zendesk, a pioneer in Agentic AI-powered service, announced today at its annual Relate conference the launch of the Zendesk Resolution Platform, aimed at redefining customer experience. This platform, purpose-built for service by the largest AI service software provider, introduces a suite of advanced tools that seamlessly integrate Zendesk AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, and measurement and insights. Together with human expertise, the Zendesk Resolution Platform empowers businesses to deliver exceptional service and ensure a clear path to issue resolution.

“The only metric that matters in customer service is resolution. The Zendesk Resolution Platform is not just making service faster – it is making Agentic AI actually work for service, solving every issue with less effort and better outcomes,” said Tom Eggemeier, CEO of Zendesk. “Our network of AI agents built with service at the heart works like a well-trained search and rescue team, ensuring every interaction leads to a resolution. And as the only large service software provider offering outcome-based pricing, we make sure customers only pay for problems that are resolved – not for interactions or failed attempts. Resolutions are the future of customer service, and Zendesk is leading this revolution.”

The Zendesk Resolution Platform is built on five core components all with new products and features announced today at Relate 2025:

Zendesk Agents

Next Generation Zendesk AI Agents designed to enhance service delivery by providing faster, more accurate responses to customer inquiries, ensuring that every interaction is handled with precision and care. These new Zendesk AI Agents reason, learn, and adapt to even the most complex inquiries, providing customers with real resolutions.

Upgraded AI Agent Builder is a dynamic platform that allows businesses to create customized AI agents tailored to their unique service needs, enabling a more personalized customer experience and saving admins time.

New Copilot enhancements from Zendesk include the ability for businesses to seamlessly integrate Zendesk knowledge sources and external systems, enabling Copilot to autonomously run key business procedures on behalf of agents. For instance, the Copilot can generate context-rich responses using the help center or effortlessly execute tasks in platforms like Jira or Slack. Best of all, setting up these integrations is now easier than ever, with no code required. These copilot enhancements significantly streamline workflows, enabling quicker resolutions while boosting agent productivity.

Comprehensive Knowledge Graph

Zendesk Knowledge Graph consolidates service knowledge for immediate access by Zendesk agents. This robust foundation powers over 50,000 active service knowledge bases, making it the largest service-specific resource globally. Businesses can easily index and connect their own knowledge sources without complex setup.

Zendesk Knowledge Builder uses AI to analyze past tickets and key business context to create a ready-to-use knowledge base, ensuring timely access to the right information for faster resolutions for those starting without a fully developed knowledge base. With Knowledge Builder, there’s no long setup and no content drafting.

New Generative Search feature provides immediate answers right at the top of the help center and eliminates the need to sift through links. Unlike competitors, Generative Search will be included in every Zendesk plan.

Actions and Integrations

Action Builder empowers businesses to easily connect and automate AI and human agent workflows across any system without coding. With Action Builder, businesses can easily create the connected service experiences they need and that their customers crave, all within Zendesk and free from expensive vendors and custom development.

App Builder is a new no-code solution for building apps in Zendesk, leveraging generative AI. With app builder, admins can develop custom apps using natural language prompts.

Governance and Control

AI Reasoning Controls give real-time visibility into the AI agent’s thinking. Now, businesses can see how their AI interprets customer requests, why the AI chooses certain responses, and where to refine the agent’s behavior – ensuring it operates exactly the way businesses intend.

Measurement and Insights

Custom Quality Assurance (QA) is the only service QA that scores 100% of interactions across human and AI conversations. And now using the power of generative AI, Custom QA surfaces hidden insights giving businesses complete visibility into service quality. Custom QA doesn’t stop at ticket scoring or agent coaching either, Custom QA can generate reports such as ones that show every ticket where customers are discussing competitors.

AI Insights Hub is a centralized AI operations center that shows all of the AI features that are active and highlights key usage metrics. Admins also get AI-driven recommendations, whether it’s suggesting automating responses or refining workflow routing rules.

“Zendesk’s launch of the AI-powered Resolution Platform marks a significant step forward in enhancing customer and employee service experiences. By integrating advanced AI capabilities with human expertise, Zendesk has the potential to position itself as a leader in the evolving landscape of AI-driven solutions,” said Daniel Newman, CEO of The Futurum Group. “As businesses increasingly adopt these technologies, the focus on delivering seamless, efficient service will undoubtedly shape the future of customer engagement.”

An Upgraded Enterprise Contact Center Solution
Zendesk for Contact Center is powered by AWS and enhanced with advanced voice capabilities with Zendesk’s proposed acquisition of Local Measure. This solution redefines the contact center landscape—think of it as the un-CCaaS. Zendesk for Contact Center delivers all the capabilities of an enterprise contact center solution, no matter the geography, call volume, or complexity. With AI seamlessly integrated throughout the call journey, Zendesk for Contact Center is easier to set-up, use, and maintain.

Harnessing the Power of Customer Service, Now for Employees
Zendesk also announced the launch of the Zendesk Employee Service Suite. This versatile suite is designed specifically for internal support teams such as IT and HR, offering an intuitive yet powerful solution that equips teams to deliver exceptional employee service.

Designed for the Agentic AI era, the employee service suite features easy-to-deploy pre-trained AI that provides rapid resolutions and efficient, accurate service to employees. This suite includes essential tools for internal teams, including a service catalog, new pre-built HRIS integrations, and a tailored agent workspace designed for employee service with task lists, approvals, and out-of-the box templates.

In the coming months, Zendesk will launch IT Asset Management to help companies track and manage the hardware and software employees rely on every day.

“The new employee service suite is easy to implement and scale across departments, ensuring quick time to value and a low total cost of ownership. Zendesk future-proofs employee service with an easily integrable, adaptable, and customizable solution that empowers organizations to navigate a rapidly evolving workplace while leveraging the power of Agentic AI,” added Eggemeier.

To catch up on all of the announcements from Relate 2025, please visit www.zendesk.com 

About Zendesk
Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Learn more at www.zendesk.com.

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SOURCE Zendesk, Inc.

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Where the World Smiles Together: Honouring Hospitality on April 24

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International Hospitality Council and IIHM Lead Global Tribute to Hospitality’s Human Touch

LONDON and KOLKATA, India, April 26, 2025 /PRNewswire/ — Hospitality is an industry of hope and growth. It spans snow-capped mountains, sunny beaches, forests, and deserts—where dreamers, innovators, and doers work every day to deliver comfort and happiness.

On April 24, International Hospitality Day (IHD) 2025 was celebrated globally by professionals and institutions across over 60 countries. The virtual programme was hosted by the International Hospitality Council (UK) and the International Institute of Hotel Management (IIHM), India’s largest and premier multi-campus institute for hospitality education.

“I realised there’s a day for every profession – except for one dedicated to those whose mission is to bring joy to others: the hospitality industry. And so, International Hospitality Day was born on April 24,” said Dr Suborno Bose, Creator of IHD, Chairman of IHC, and Chairman of IIHM & Indismart Group, Worldwide.

Established in 2016 by the International Hospitality Council (IHC) and IIHM, IHD was born out of a shared vision between Prof. David Foskett, OBE, Chairman of IHC London, and Dr Suborno Bose. It unites hospitality, travel, and tourism professionals to exchange ideas, promote excellence, and build a spirit of global solidarity.

The IHC continues to champion the hospitality sector worldwide by encouraging collaboration, shaping forward-thinking policy, and promoting education and employment. As in previous years, this year’s celebration featured the Virtual Global Hospitality Summit, where industry leaders reflected on challenges, shared insights, and honoured hospitality’s human essence.

“There was a day for everyone,” Dr Bose reiterated, “but none for hospitality. We created that day.”
“IHD stands on three pillars: Promote, Educate, Celebrate.”

He also underscored IHC and IIHM’s commitment to sustainability, youth enterprise, and initiatives like Young Chef India, which identifies and supports the country’s top culinary student to represent India at the Young Chef Olympiad, the world’s largest gathering of student chefs.

Prof. David Foskett, OBE, echoed the spirit of IHD:

“Hospitality is simple. Speak from the heart. Make people happy. Create careers and contribute to the economy. Most importantly, say thank you – especially to our students.”
“A country without hospitality is barren. A country with hospitality is fertile.”

Two key panel discussions were held during the summit:

Hospitality in the Age of Artificial Intelligence
Moderated by Prof. Neil Rippington (International Director, IIHM), with speakers:Ms Riya Mittal, Product Manager and MSc Engineering Management, USCMr Michael Grove, CEO – HotstatsMs Alexandra Janosek, Instructional Designer, Worldwide Curriculum DesignProf. Sandip Mukherjee, Professor Emeritus – IIHM

While technology is revolutionising efficiency and guest experience, the panel agreed that the essence of hospitality—its heart and human touch—remains irreplaceable.

Hospitality: India’s New Growth Story
Moderated by Diwan Gautam Anand, President of the IIHM International College of Distinguished Fellows, the panel featured:Mr K Mohan Chandran, Sr Vice President Operations, Taj HotelsMichelin-starred Chef Chris GalvinMr Yogendra Agnihotri, Sr Regional Director (North and East), Radisson HotelsMs Jyoti Mayal, Chairperson, THSC & President, TAAIMr Rajiv Kapoor, GM, Fairmont Mumbai

The consensus: India is setting a global example by listening, innovating, and serving from the heart—because, as noted, “an unhappy customer doesn’t complain, she simply leaves.”

The celebration paused for a moment of silence in memory of those lost in the Pahalgam tragedy.

Diwan Gautam Anand, iconic hospitality leader and President of FIIHM, closed the summit with a poignant message:

“Thank you for being present on such a landmark day. It is dedicated to all of us who know that time doesn’t erase, it transforms.”

This year’s IHD also witnessed the induction of 65 new Esteemed Fellows into the IIHM International College of Distinguished Fellows (FIIHM). Guided by the motto Fiat Lux (Let there be light), FIIHM is committed to mentoring and shaping future hospitality leaders.

The selection panel included:

Prof. David Foskett, OBE, Chairman – IHC LondonDr Suborno Bose, Chairman – IHC & IIHMMr Ron Scott FIH, International Director, Indismart Group; Director/Secretary, IHC Foundation; Director, APIU Global Limited, UKMr Nakul Anand, Former Executive Director, ITC LtdDiwan Gautam Anand, President, IIHM International College of Distinguished Fellows

Special awards were presented to honour excellence and dedication in the industry. Icons from around the globe extended their wishes.

“This is to express gratitude to Suborno Bose for coining today as International Hospitality Day,” said Mr Puneet Baijal, General Manager, Hyatt Regency Ahmedabad (FIIHM). “IIHM has become an integral part of the industry, and its students are among the best.”

Mr K Mohan Chandran, Sr Vice President Operations, IHCL (FIIHM 2025), stated, “This day honours the global fraternity of hospitality professionals and acknowledges the dedication of team members who make guests feel at home.”

Chef Garry Mclean, the first National Chef of Scotland (FIIHM), added, “Let’s raise a glass to the dedication and resilience of those who make this industry what it is – from chefs to servers to housekeeping staff.”

The World’s Warmest Industry truly had its day. But hospitality is not just about one day—it’s about every day. IHD has become one of the largest global celebrations of unity and inclusivity – a tribute to the human spirit in a world that needs many helpings of kindness to be satiated and at peace.

Contact: Mr. Sujay Gupta, +91 9923057937

Photo – https://mma.prnewswire.com/media/2673903/World_Smiles_Together.jpg

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ARBOR Technology to Showcase Latest Automation Solutions at Automate 2025, Powering Machine Vision, AMR, and Smart Retail Applications

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DETROIT, April 26, 2025 /PRNewswire/ — ARBOR Technology, a leading provider of industrial-grade embedded computing solutions, is excited to announce its participation in Automate 2025, taking place in Detroit, USA, from May 12–15. Located in Hall E, Booth #9126.

Engineered for advanced automation tasks, the FPC-5211 supports powerful edge computing for real-time data processing and AI inference. Ideal for machine vision and smart city applications, it handles data from multiple sources—LiDAR, industrial cameras, traffic sensors—with low latency and high efficiency. This platform recently earned the Best in Show award from Embedded Computing Design at Embedded World 2025.

Designed for flexible industrial deployment, the ARES-1983H series features a din-rail mount and EzIO modular I/O system, allowing customers to easily customize configurations for factory automation, process control, and machine interfacing.

ARBOR introduces the ARTS-1670 and SB-244-RPLU for autonomous mobile robots (AMR) and automated guided vehicles (AGV). Engineered for performance and durability, these systems meet the rigorous demands of real-time navigation, sensor integration, and operational control in dynamic environments.

Built for real-time video and language model (VLM) applications, the AEC-6100 delivers top-tier AI performance at the edge. Ideal for smart surveillance, automated inspection, and robotics, it reduces latency and enhances on-site processing without compromising security.

Powered by Intel® Core™ Ultra processors, the IEC-3714 delivers 34 TOPS of AI performance in NUC size. It supports real-time video analytics for age, gender, and object recognition, enabling automated decision-making for promotions, restocking, and customer engagement.

With its MediaTek MT8781 processor and Android 14 OS, the Ruby 10 is built for mobility, featuring Wi-Fi 6E, 4G connectivity, and hot-swappable batteries for 24/7 operation. Designed for retail and logistics, it supports NFC payments, and has IP65 and 1.2m drop certifications for dependable performance in harsh environments.

ARBOR will also unveil its latest Computer-on-Module solution, offering exceptional computing scalability based on Intel’s Core Ultra and Arrow Lake platforms. These modules are optimized for embedded applications requiring compact, high-performance solutions with broad customization options.

Stanley, General Manager of ARBOR Solution, commented: “We are proud to return to Automate 2025 with a strong lineup of automation-focused solutions. Our innovations not only address the needs of traditional industrial applications but also support emerging technologies like AI and edge computing.”

Automate 2025
Detroit, Huntington Place
May 12-15
Hall E – #9126

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SOURCE ARBOR Technology

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Yiwugo App Sees Overseas Downloads Surge as Hiking Poles and Fitness Equipment Sales Skyrocket

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YIWU, China, April 26, 2025 /PRNewswire/ — Yiwugo.com, the official website of the Yiwu Commodity Market, is the largest commodity wholesale market in the world. Since April 14, 2025, the downloads of the Yiwugo app has surged by 200% in the Trending and Top Free charts of Google Play, driven by international tariff policy adjustments. The app has climbed into the top 30—and even top 10—download rankings across shopping app lists in countries such as the U.S., France, and Malaysia. Many merchants on the platform have reported a notable increase in direct inquiries from international buyers.

According to the Yiwu Index, the outdoor and leisure product sales in Yiwu market exceeded 2 billion yuan in 2024, maintaining an annual growth rate of approximately 9%, underscoring significant market potential. As an emerging sector, outdoor sports equipment has demonstrated robust performance in both domestic and international markets.

Big data analysis conducted by Yiwugo also reveals that transaction volumes for hiking poles doubled year-on-year between January 1 and April 1, 2025. Growing enthusiasm for mountaineering, hiking, and skiing has fueled domestic demand, while markets in Europe, the U.S., Russia, and Malaysia have also driven a spike in orders. Additionally, the National Health Commission’s advocacy for balanced diets and weight management has sparked a wave of purchases for fitness and weight-loss equipment across China.

Zhu Jinming, owner of Haoyang Outdoor Articles Firm which has specialized in mid-to-high-end hiking poles for over two decades, noted a steady rise in orders from clients in Russia and Brazil since 2021. One long-term Russian client, purchasing from Haoyang since 2007, now places annual orders exceeding 1 million yuan. The durable materials and reliable after-sales service of the company keep clients returning, even after trying other suppliers.

Similarly, Haoyang also performs well in the domestic market, with an average of around 500 cases per scenic spot  during peak tourist seasons like “May Day” at destinations such us Mount Huangshan and Mount Sanqingshan.

Yan Peng, founder of Linuo Vanguard Sport, has been a stalwart in Yiwu for over two decades, serving clients primarily from Europe, North America, and beyond. The company’s flagship products—dumbbells, barbells, and exercise bikes—have become synonymous with quality. By investing hundreds of yuan more per ton in chrome plating to ensure rust resistance, or adding an extra inner cloth layer to sandbags to prevent leakage, Linuo has cemented clients’ trust over 20 years. This dedication has also drawn growing recognition through the Yiwugo platform and word-of-mouth referrals.

One Spanish client family spanning two generations has collaborated with Yan for nearly eight years. Since partnering with Linuo, their order volume has doubled, with each shipment now amounting to at least one container.

Domestically, Yan notes a clear surge in sales of home fitness equipment like dumbbells, barbells, and competition bikes, driven by China’s national push for fitness and weight management. “Purchasing trends are shifting toward more professional-grade gear,” he observes.

The philosophy of embracing nature and prioritizing health has transcended elite circles, evolving into a lifestyle embraced by billions worldwide. As transaction figures pulse on the Yiwugo platform in early 2025, they may well hint at the blueprint of the next global trend.

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SOURCE Yiwugo.com

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