Zendesk's Outcome-Based Pricing for AI Agents: A Shift Toward Resolution-Centric Customer Service

This IDC Market Note discusses Zendesk's August 2024 launch of the company's outcome-based pricing model, which charges customers only when Zendesk's AI agents fully resolve inquiries autonomously, emphasizing value and pricing transparency. At the 2025 Relate Conference, Zendesk introduced the Zendesk Resolution Platform, combining AI agents, knowledge graphs, and governance tools, with pricing starting at $1.50 per automated resolution for AI agents and a starter tier bundled with Suite and Support plans. In addition, the AI Dynamic Pricing Plan allows businesses to shift investments between human and AI agents. These innovations position Zendesk as an early adopter of outcome-based pricing.As Zendesk rolls out outcome-based pricing, it should ensure clear definitions and transparent measurement of what qualifies as a resolved interaction to build customer trust. It also needs to provide tools to help customers manage costs and forecast AI usage effectively. In addition, updating contractual terms to clearly outline outcome metrics will be critical to minimize risks for both Zendesk and its clients. "As organizations accelerate their shift to digital-first models and AI-driven automation, Zendesk's outcome-based pricing offers a transparent and value-aligned approach for customer service," said Tapan Patel, research director, Customer Data, AI, and Analytics Strategies at IDC. "By clearly defining successful outcomes, providing robust analytics for tracking outcomes and usage, and offering flexible pricing options, Zendesk is well-positioned to build strong trust and deliver sustainable value to its clients."