Zendesk CEO Tom Eggemeier, who joined the company last fall, praised Ultimate for solving up to 80% of interactions via their AI agents. While the plan is to incorporate Ultimate's technology into the Zendesk platform, the company will continue to offer stand-alone products to other companies. Ultimate's approximately 140 employees will join Zendesk after the deal closes, which is expected to happen in 2-4 weeks.
Key takeaways:
- Zendesk has announced its intention to acquire Ultimate, a German customer automation startup, with the aim of enhancing its AI capabilities for customer service.
- Ultimate's automation platform integrates with any backend system and provides robust analytics and reporting, and is capable of resolving up to 80% of interactions via their AI agents.
- Zendesk CEO, Tom Eggemeier, believes that between 70% and 90% of future customer interactions will be through AI agents, increasing the need for automated responses like those provided by Ultimate.
- While Ultimate technology will be incorporated into the Zendesk platform, the company plans to continue offering stand-alone products to other companies and maintain Ultimate's existing customer and partner relationships.