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Zendesk Revolutionizes Customer Experience with the Launch of Agentic AI-Powered Zendesk Resolution Platform

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Zendesk also announces the Employee Service Suite, an intelligent solution that transforms employee service

LAS VEGAS, March 26, 2025 /PRNewswire/ — Zendesk, a pioneer in Agentic AI-powered service, announced today at its annual Relate conference the launch of the Zendesk Resolution Platform, aimed at redefining customer experience. This platform, purpose-built for service by the largest AI service software provider, introduces a suite of advanced tools that seamlessly integrate Zendesk AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, and measurement and insights. Together with human expertise, the Zendesk Resolution Platform empowers businesses to deliver exceptional service and ensure a clear path to issue resolution.

“The only metric that matters in customer service is resolution. The Zendesk Resolution Platform is not just making service faster – it is making Agentic AI actually work for service, solving every issue with less effort and better outcomes,” said Tom Eggemeier, CEO of Zendesk. “Our network of AI agents built with service at the heart works like a well-trained search and rescue team, ensuring every interaction leads to a resolution. And as the only large service software provider offering outcome-based pricing, we make sure customers only pay for problems that are resolved – not for interactions or failed attempts. Resolutions are the future of customer service, and Zendesk is leading this revolution.”

The Zendesk Resolution Platform is built on five core components all with new products and features announced today at Relate 2025:

Zendesk Agents

Next Generation Zendesk AI Agents designed to enhance service delivery by providing faster, more accurate responses to customer inquiries, ensuring that every interaction is handled with precision and care. These new Zendesk AI Agents reason, learn, and adapt to even the most complex inquiries, providing customers with real resolutions.

Upgraded AI Agent Builder is a dynamic platform that allows businesses to create customized AI agents tailored to their unique service needs, enabling a more personalized customer experience and saving admins time.

New Copilot enhancements from Zendesk include the ability for businesses to seamlessly integrate Zendesk knowledge sources and external systems, enabling Copilot to autonomously run key business procedures on behalf of agents. For instance, the Copilot can generate context-rich responses using the help center or effortlessly execute tasks in platforms like Jira or Slack. Best of all, setting up these integrations is now easier than ever, with no code required. These copilot enhancements significantly streamline workflows, enabling quicker resolutions while boosting agent productivity.

Comprehensive Knowledge Graph

Zendesk Knowledge Graph consolidates service knowledge for immediate access by Zendesk agents. This robust foundation powers over 50,000 active service knowledge bases, making it the largest service-specific resource globally. Businesses can easily index and connect their own knowledge sources without complex setup.

Zendesk Knowledge Builder uses AI to analyze past tickets and key business context to create a ready-to-use knowledge base, ensuring timely access to the right information for faster resolutions for those starting without a fully developed knowledge base. With Knowledge Builder, there’s no long setup and no content drafting.

New Generative Search feature provides immediate answers right at the top of the help center and eliminates the need to sift through links. Unlike competitors, Generative Search will be included in every Zendesk plan.

Actions and Integrations

Action Builder empowers businesses to easily connect and automate AI and human agent workflows across any system without coding. With Action Builder, businesses can easily create the connected service experiences they need and that their customers crave, all within Zendesk and free from expensive vendors and custom development.

App Builder is a new no-code solution for building apps in Zendesk, leveraging generative AI. With app builder, admins can develop custom apps using natural language prompts.

Governance and Control

AI Reasoning Controls give real-time visibility into the AI agent’s thinking. Now, businesses can see how their AI interprets customer requests, why the AI chooses certain responses, and where to refine the agent’s behavior – ensuring it operates exactly the way businesses intend.

Measurement and Insights

Custom Quality Assurance (QA) is the only service QA that scores 100% of interactions across human and AI conversations. And now using the power of generative AI, Custom QA surfaces hidden insights giving businesses complete visibility into service quality. Custom QA doesn’t stop at ticket scoring or agent coaching either, Custom QA can generate reports such as ones that show every ticket where customers are discussing competitors.

AI Insights Hub is a centralized AI operations center that shows all of the AI features that are active and highlights key usage metrics. Admins also get AI-driven recommendations, whether it’s suggesting automating responses or refining workflow routing rules.

“Zendesk’s launch of the AI-powered Resolution Platform marks a significant step forward in enhancing customer and employee service experiences. By integrating advanced AI capabilities with human expertise, Zendesk has the potential to position itself as a leader in the evolving landscape of AI-driven solutions,” said Daniel Newman, CEO of The Futurum Group. “As businesses increasingly adopt these technologies, the focus on delivering seamless, efficient service will undoubtedly shape the future of customer engagement.”

An Upgraded Enterprise Contact Center Solution
Zendesk for Contact Center is powered by AWS and enhanced with advanced voice capabilities with Zendesk’s proposed acquisition of Local Measure. This solution redefines the contact center landscape—think of it as the un-CCaaS. Zendesk for Contact Center delivers all the capabilities of an enterprise contact center solution, no matter the geography, call volume, or complexity. With AI seamlessly integrated throughout the call journey, Zendesk for Contact Center is easier to set-up, use, and maintain.

Harnessing the Power of Customer Service, Now for Employees
Zendesk also announced the launch of the Zendesk Employee Service Suite. This versatile suite is designed specifically for internal support teams such as IT and HR, offering an intuitive yet powerful solution that equips teams to deliver exceptional employee service.

Designed for the Agentic AI era, the employee service suite features easy-to-deploy pre-trained AI that provides rapid resolutions and efficient, accurate service to employees. This suite includes essential tools for internal teams, including a service catalog, new pre-built HRIS integrations, and a tailored agent workspace designed for employee service with task lists, approvals, and out-of-the box templates.

In the coming months, Zendesk will launch IT Asset Management to help companies track and manage the hardware and software employees rely on every day.

“The new employee service suite is easy to implement and scale across departments, ensuring quick time to value and a low total cost of ownership. Zendesk future-proofs employee service with an easily integrable, adaptable, and customizable solution that empowers organizations to navigate a rapidly evolving workplace while leveraging the power of Agentic AI,” added Eggemeier.

To catch up on all of the announcements from Relate 2025, please visit www.zendesk.com 

About Zendesk
Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Learn more at www.zendesk.com.

View original content to download multimedia:https://www.prnewswire.com/news-releases/zendesk-revolutionizes-customer-experience-with-the-launch-of-agentic-ai-powered-zendesk-resolution-platform-302412044.html

SOURCE Zendesk, Inc.

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InfoComm Asia Returns to Bangkok as the Region’s Pro AV Super Connector Event from 15-17 July 2026

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14 minutes ago

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April 29, 2026

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Exclusive 15th May Sneak Peek: Smart Workplace & Education Environments Event to be held in Kuala Lumpur, Malaysia

BANGKOK, April 29, 2026 /PRNewswire/ — Now in its 6th edition, InfoComm Asia 2026 returns to Bangkok, Thailand, 15-17 July at Queen Sirikit National Convention Center (QSNCC). As the region’s Professional Audiovisual (Pro AV) industry super connector event, InfoComm Asia brings together exhibition, conference, and high-level networking into one powerful platform for the Pro AV and technology solutions ecosystem.

Designed as the central meeting point for solution providers, manufacturers, system integrators, consultants, and Pro AV and technology end users, InfoComm Asia enables meaningful connections across the entire value chain while providing an immersive stage to showcase fully integrated, real-world Pro AV applications.

Over 200 global brands are expected to participate in this year’s event, with prominent audio giants such as Yamaha, Soundking, SHURE, Audio Technica and leading visual, display and lighting brands including COLORLIGHT, LUMENS, VITEC, Fabulux, to networking and Pro AV integration stalwarts NETGEAR, Extron, AVCIT, and many more. New to join this year include Hemona (N-Labs) from India, Transtech from China, Yo-Tronics Technology, and Aimiciot Electronics, to name a few.  

InfoComm Asia also serves as the annual flagship gathering for AVIXA–the global Audiovisual and Integrated Experience Association–chapters in Asia. The event hosts additional comprehensive AVIXA-led activities, including industry presentations, roundtables, AVIXA Xchange Live, experiential technology tours, networking sessions, mixers, and fireside chats. Combined with InfoComm Asia’s main stage summit conference hosting renowned Pro AV innovators and experts, networking events, and experiential activities, the InfoComm Asia experience fosters professional development, thought leadership, and peer-to-peer engagement, positioning it as the region’s most influential knowledge and relationship-building platform for Pro AV professionals.

Past testimonials and visitors to InfoComm Asia note:

“InfoComm Asia is the place to be! If you are in the AV industry, you must be here, and you cannot afford to miss it. We met with many consultants and integrators who help guide their end-user customers to make the right decisions on the choice of products, and lots of end-user customers who came with ready budgets.” 

Anand Hariharan, Director, Solutions Engineer from Cisco

“We see a good influx of visitors at InfoComm Asia. We met with buyers from the Philippines, Vietnam, Indonesia, Singapore, Malaysia, and even those from China. We also attended to customers from Australia, South Korea and about ten times more customers from Japan.” 

Marthesh Nagendra, Senior Director, Enterprise APAC from Netgear

“InfoComm Asia has a unique regional flavor you don’t get elsewhere. It’s a great place to reconnect with familiar faces and explore what’s ahead for the Pro AV industry.”

Mitera Tsuyoshi, Director, Cerevo Inc.

“We came to check new products and new technologies that we can incorporate to our system and bring back to our projects and distribution in the Philippines. The technology we see here is advanced, such as the ultra-thin LED screens that can be installed on glass. That’s one of the many advanced technologies we are looking for at the show.”

Jeffrey Beloro, AV Technical Manager from AV Beyond Innovations, The Philippines

“This is a great place to see what the new technologies are and learn about them. I was pleasantly surprised by how expansive and well-represented the show was. It’s a fantastic platform to explore the latest AV technologies relevant to our projects in the region.”

Bruce Crompton, Director, Crompton Manufacturing Consultants Vietnam

“As creative technologists, we rely on both our artistic instincts and technology. Things are evolving at bullet-train speed — that’s why events like InfoComm Asia are so important. They help us keep up, connect, and stay ahead.”

Linda Lim, CEO & Co-Founder, Studio X Beyond Thailand

“I came here for better ideas and to source for devices. I was lucky to find at least seven matching products, and that has already exceeded my expectations.”

Tuan Khoi Nguyen, Founder and Director of AK Technologies, Vietnam

Regional Momentum: Sneak Peek in Kuala Lumpur, Malaysia
Pro AV professionals can get a sneak peek of what is to come by attending the 15th May 2026 InfoComm Asia Pro AV Connect: Malaysia event. This roadshow themed “Rearchitecting Smart Workplace and Education Environments for the Next Decade” will present keynotes on Designing Intelligent Workplace and Learning Ecosystems, From Classrooms to Campuses and Offices: Converged Platforms in Action, and a panel discussion on AI, Data, and the Future of Collaboration and Learning Experiences. Participating Pro AV market leaders include Crestron.

Event Date: Friday, 15 May 2026

Time: 1:30pm – 5:30pm

Venue: Ballroom A, Level 2, Aloft Kuala Lumpur Sentral  

Address: 5, Jalan Stesen Sentral, Kuala Lumpur Sentral, 50470, Kuala Lumpur

Complimentary Registration Details

By uniting innovation, collaboration, and strategic business development, InfoComm Asia empowers participants to demonstrate impact, discover opportunities, and accelerate growth across the region’s diverse industries.

Online pre-registration is now open via the InfoComm Asia’s Online Registration System

Remaining stand and sponsorship opportunities are available via our opportunities page

Inquiry and application to our invited guest program can be found here

About InfoCommAsia
InfoCommAsia Pte Ltd. extends its influence through three marquee shows: InfoComm Asia; InfoComm China, Beijing; and InfoComm India. Each show features an exhibition that showcases the world’s most cutting-edge and in-demand professional audiovisual and integrated experience technology solutions and a summit that presents learning opportunities. The shows bring together professional audiovisual industry players and top-level decision-makers from across different markets to tap into the vast potential presented by pro AV solutions.

For more information, visit:

infocomm-asia.com | infocomm-china.com | infocomm-india.com 

Global Media Enquiries:

Angie Eng
Director, Marketing, InfoCommAsia Pte Ltd
T: +65 8163 2109
E: media@infocommasia.com; angieeng@infocommasia.com

View original content to download multimedia:https://www.prnewswire.com/apac/news-releases/infocomm-asia-returns-to-bangkok-as-the-regions-pro-av-super-connector-event-from-15-17-july-2026-302756523.html

SOURCE InfoComm Asia

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Bonree Retains No.1 Position in China’s APMO Market Share, IDC Reports

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April 29, 2026

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HONG KONG, SINGAPORE and BEIJING, April 29, 2026 /PRNewswire/ — Recently, International Data Corporation (IDC) released its China IT Intelligent Operations Software Market Tracking Report, H2 2025 (the “Report”). According to the report, Bonree Data Technology Co., Ltd. (stock code: 688229) ranked first in China’s Application Performance Management and Observability (APMO) market, with a 17.6% market share in the second half of 2025. For the full year, the company achieved a 19.8% market share, further strengthening its position in the market. This performance reflects strong market recognition of Bonree’s product capabilities, technological innovation, and service quality, as well as sustained demand for intelligent observability and operations solutions across industries. It also underscores the company’s long-term commitment to the observability and intelligent operations space, built over more than 18 years of continuous innovation and customer-focused development.

As the first publicly listed company in China’s Application Performance Management (APM) and observability market, Bonree is advancing its globalisation strategy with established operations in Hong Kong SAR, Singapore, and Malaysia. The company has already secured multi-million deals across Hong Kong SAR and Malaysia. Bonree complies with internationally recognised standards, including SOC 2 Type II and CMMI Level 5. Its self-developed LLM-powered observability platform has been selected for Huawei Cloud’s international baseline solution library, reflecting recognition from global cloud ecosystems and supporting its expansion with a “global deployment, local compliance” approach.

Bonree serves over 1,000 leading clients worldwide with system monitoring, performance optimisation, and intelligent operations solutions. Leveraging proprietary unsupervised knowledge graph root cause analysis technology and AI-driven intelligent analytics, Bonree delivers plug-and-play monitoring and fully managed adaptive alerting systems that detect anomalies quickly and accurately with minimal noise. Bonree holds 56 authorised invention patents and 135 software copyrights, and reports an NPS of 79 and a client satisfaction rate of 95%, reflecting strong customer trust across global markets. With these core strengths, Bonree continues to lead in global fintech and digital operations, helping clients ensure business continuity and digital transformation while striving to become a leading global player in APM and observability.

CONTACT: Xiaohan Yao, yaoxiaohan@bonree.com, +8618210189324

View original content to download multimedia:https://www.prnewswire.com/apac/news-releases/bonree-retains-no1-position-in-chinas-apmo-market-share-idc-reports-302756538.html

SOURCE Bonree Data Technology Co., Ltd.

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KuCoin and Lightnet Explore Collaboration to Advance Digital Asset and Payment Infrastructure Across Southeast Asia

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April 29, 2026

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PROVIDENCIALES, Turks and Caicos Islands, April 28, 2026 /PRNewswire/ — KuCoin, a leading global crypto platform built on trust, announced it is exploring potential collaboration with Southeast Asia-based fintech company Lightnet. By combining KuCoin’s global digital asset trading ecosystem with Lightnet’s cross-border payment infrastructure and fintech expertise, the two parties aim to explore long-term opportunities in the digital asset space across Southeast Asia.

The collaboration is dedicated to exploring potential synergies in the region. It is designed to integrate both parties’ capabilities to establish a forward-looking ecosystem for digital financial services, and to enhance digital asset infrastructure development across the region. It also reflects a shared vision to support the broader adoption of blockchain-based solutions in emerging markets.

Lightnet is a fintech company operating a licensed global settlement network and global payment infrastructure, leveraging blockchain technology to improve the efficiency and transparency of cross-border transactions.

BC Wong, CEO of KuCoin, commented:

“Southeast Asia represents one of the most dynamic regions for digital financial innovation. Through our collaboration with Lightnet, we aim to combine our respective strengths in digital asset trading and cross-border payments to explore more efficient and sustainable financial solutions. This partnership reflects KuCoin’s continued commitment to advancing trusted and compliant infrastructure on a global scale.”

Tridbodi Arunanondchai, Group CEO, Lightnet, added:

“We see strong synergies between Lightnet’s cross-border payment infrastructure and KuCoin’s global ecosystem. This collaboration reflects our shared commitment to expanding access to efficient financial solutions across Southeast Asia. We look forward to exploring opportunities together within appropriate regulatory frameworks.”

Both parties stated that they will continue to explore collaboration opportunities within appropriate regulatory frameworks, contributing to the development of a more accessible, efficient, and inclusive digital financial ecosystem in the regions.

About KuCoin

Founded in 2017, KuCoin is a leading global crypto platform built on trust, serving over 40 million users across 200+ countries and regions. Known for its reliability and user-first approach, the platform combines advanced technology, deep liquidity, and strong security safeguards to deliver a seamless trading experience. KuCoin provides access to 1,500+ digital assets through a broad product suite and remains committed to building transparent, compliant, and user-centric digital asset infrastructure for the future of finance, backed by SOC 2 Type II, ISO/IEC 27001:2022, and ISO/IEC 27701:2019 Certifications. In recent years, we have built a strong global compliance foundation, marked by key milestones including AUSTRAC registration in Australia, a MiCA license in Europe, and regulatory progress in other markets.

Learn more at www.kucoin.com.

About Lightnet

Lightnet is a Southeast Asia-based fintech company operating under a multi-jurisdiction regulatory framework. It has operations across over 150 countries with deep local partnerships throughout Asia and expanding globally. Lightnet provides fast cross-border settlement, on/off ramps and liquidity services for both fiats and digital assets to banks, fintechs and web 3 businesses.

View original content to download multimedia:https://www.prnewswire.com/news-releases/kucoin-and-lightnet-explore-collaboration-to-advance-digital-asset-and-payment-infrastructure-across-southeast-asia-302755541.html

SOURCE KuCoin

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