Zendesk has announced the introduction of its AI Dynamic Pricing Plan, offering businesses a flexible approach to AI investment to better meet evolving customer and employee needs.
The new pricing model is designed to facilitate a more adaptable and responsive customer experience by allowing businesses to adjust their AI and automation investments according to shifting demands. This follows the company's earlier implementation of Outcome-Based Pricing, which charges only for successful AI resolutions.
Tom Eggemeier, Chief Executive Officer of Zendesk, stated, "In just a few years, there will be a massive shift in the amount of service that is automated – we predict 100% of interactions will involve AI. With this in mind, we want to give our customers the freedom and flexibility to adopt AI and automation at a pace that best suits their business needs. The AI Dynamic Pricing Plan allows our customers to adjust as they learn and refine their approach to service without being constrained to one setup."
The innovative pricing model aims to offer companies flexibility in adopting AI for customer service. Unlike traditional setups which might restrict adaptability, Zendesk's plan lets businesses choose the involvement of human or AI agents and adjust investments as necessary. This allows Customer Experience leaders to tailor AI adoption based on both current and future business requirements.
Keith Dawson, Director of Research, Customer Experience, ISG Software Research, commented, "The advent of AI and automation has transformed the traditional pricing model, as companies embrace outcome-based pricing that shows a direct link between AI and ROI. However, as businesses adopt AI, they want to be able to adjust without the potential risk of extra costs or complex commitments. Zendesk's pricing model aligns with the market trend of companies seeking a way to explore AI and automation with the added flexibility."
The AI Dynamic Pricing Plan follows the success of Outcome-Based Pricing, which allows businesses to pay for the tangible results provided by AI agents. The new model supports a flexible allocation approach, enabling companies to optimise their spending through various pricing structures, such as outcome-based and seat-based pricing, thereby ensuring a strong return on investment.
This latest offering signals Zendesk's commitment to support businesses in their expansion of AI use, moving away from the limitations of traditional models. By providing the means for customers to personalise their strategy, Zendesk is aiming to make AI a viable and accessible option for companies seeking to enhance both customer and employee service methodologies.
