Zendesk has launched its Outcome AI Platform and introduced Zendesk Unlimited, shifting its service software pricing away from per-seat charges.

The platform brings together AI assistants, specialised AI agents and human teams in a single service system for customer and employee requests. Customers will be able to set an outcome budget and pay for eligible issues resolved and business work completed, rather than buying software seats.

Zendesk says the platform can automate up to 84% of service requests and cut resolution times from hours to minutes. It also aims to improve customer satisfaction, with outcomes assessed for quality and completeness before they count towards customer budgets.

Tom Eggemeier, Chief Executive Officer of Zendesk, said the change reflects a broader shift in how people want to interact with organisations.

"People don't think about which channels, systems, or departments they need to navigate to interact with an organisation. They simply want help to accomplish what they came to do," Eggemeier said.

"Outcome AI brings together the context and ability to act to help people reach the right outcome quickly, wherever their experience begins. It learns from each result and improves when it falls short. For organisations focused on loyalty and satisfaction, that's the standard."

Zendesk Unlimited expands the company's outcome-based pricing approach by removing seat limits from the new plans. Customers will get unlimited seats alongside AI tools, with features varying by tier.

That marks a notable change for the customer service software market, where per-user charging remains common. Zendesk argues that as AI takes on a larger share of service work, businesses want spending tied more directly to completed work and verified resolutions.

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