‘Ultimate purchased by Zendesk to enhance AI agent platform’

Zendesk has announced its acquisition of Ultimate, a chat-based service automation company known for its UltimateGPT platform and various integrations with service platforms.

According to Zendesk, the purchase of Ultimate will enable the company to provide AI agents with advanced intelligence that can proactively solve problems, not just reactively. This move is expected to free up human agents to focus on building relationships and resolving complex challenges, as stated by Zendesk CEO Tom Eggemeier.

Ultimate’s CEO and co-founder, Reetu Kainulainen, emphasized that the deal with Zendesk aims to combine human and AI agents to enhance customer service. Ultimate’s AI agents are capable of handling up to 80% of support requests by tapping into backend knowledge bases.

The acquisition is set to be finalized this month. Ultimate already had integrations with Zendesk, Salesforce, Freshworks, Live Chat, and other platforms. Zendesk has been actively expanding through acquisitions, with the recent purchase of Klaus, a company specializing in AI-powered quality assurance for customer experiences.

Overall, this move underscores Zendesk’s commitment to enhancing its AI capabilities and improving customer service offerings through strategic acquisitions.