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Ultimate (Zendesk)

Agenticness12/36·Guided Assistant

AI-powered customer service automation, now part of Zendesk

Zendesk AI Agents helps customer support teams automate conversations across channels and resolve common issues with AI. It connects to your existing customer emails, apps, and team workflows, with setup positioned as quick for non-technical teams.

Web
Voice
Integrations
B2B
A2A Support
Copilot (Human-in-Loop)
Semi-Autonomous
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Recent activity

What's happened with Ultimate (Zendesk) lately

  • Score change
    triggered by news
    Agenticness score 13 → 12 ↓13 → 12/36(-1)

    Score re-evaluated after: Zendesk unveils AI agents & service automation

    See the news that prompted this
  • Score change
    Rubric upgrade v3_0 → v3.1: score 12/32 → 13/3612 → 13/36(+1)

    Rubric upgrade: agenticness v3.0 (8 dims, /32) → v3.1 (9 dims, /36). Adds Dim 9 (Operator Sovereignty), splits Dim 6 into 6a/6b lenses, tightens Dim 4 autonomous-retry distinction. Not a product change — score shift reflects new dimension + recalibrated rubric, not a change in the tool. Fanout suppressed.

    See the news that prompted this
  • News
    Zendesk unveils AI agents & service automation

    via Express Computer

News mentions sourced from our news feed; score changes from periodic re-evaluations.

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About

What It Is

Zendesk AI Agents is a customer support automation product from Zendesk, aimed at teams that want AI to handle a large share of incoming service conversations. It is positioned for customer service and employee service use cases, with messaging...

What to Know

The product appears genuinely agentic for a support tool: Zendesk says the agents can reason, adapt, and act independently, and that they can automate more than 80% of interactions. That said, it is still a domain-specific customer service system...

Key Features
Automates customer service conversations across channels
Uses knowledge, policies, and connected systems to answer customers
Supports fast setup with no scripting or training called out on the page
Connects customer emails, apps, and team members via work email
Scales to multiple use cases, channels, and 80+ languages
Use Cases
Automating common customer support questions and requests across chat, email, and other channels
Handling repetitive service workflows such as returns or eligibility checks
Reducing ticket volume for support teams already using Zendesk
Agenticness: Guided Assistant

Executes tasks you assign, one step at a time, within narrow domains.

High evidence
Last evaluated: May 30, 2026

Dimension Breakdown

Action Capability
Autonomy
Adaptation
State & Memory
Safety
How agenticness works →

Categories

Customer Support
Pricing
  • Free: Not publicly available
  • Pro: Not publicly available
  • Enterprise: Contact sales
Details
ultimate.ai
AddedJanuary 16, 2026
RefreshedMarch 28, 2026
Agenticness
Guided Assistant
Quick Facts
DeploymentCloud-hosted
AutonomySemi-autonomous
Model supportSingle model
Open sourceNo
Team supportEnterprise
Pricing modelSubscription
Interfaceweb, api
Sources
WebAI Agents — The Most Autonomous AI Powered Bots in CX
Last updated May 30, 2026
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