Zendesk has announced its acquisition of Ultimate, a chat-based service automation company known for UltimateGPT and its numerous integrations with service platforms. This move will enable Zendesk to provide AI agents with advanced intelligence capabilities, shifting from reactive to proactive problem solvers. CEO Tom Eggemeier emphasized that this acquisition will allow human agents to focus on building relationships and tackling complex challenges.
Ultimate’s CEO and co-founder, Reetu Kainulainen, highlighted the goal of merging human and AI agents to enhance customer service. Ultimate’s AI agents currently manage up to 80% of support requests by tapping into backend knowledge bases.
The deal is expected to be finalized this month. Prior to the acquisition, Zendesk was already integrated with Ultimate, which also works seamlessly with Salesforce, Freshworks, Live Chat, and other service platforms.
This acquisition is part of Zendesk’s strategy to strengthen its offerings through acquisitions. Recently, the company also acquired Klaus, a company specializing in AI-powered quality assurance for customer experiences.
Overall, the acquisition of Ultimate represents Zendesk’s commitment to enhancing customer service through innovative AI technologies and strategic partnerships.
