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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.

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SOURCE Zendesk, Inc.

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Ultra Clean Announces Retirement of the Chief Financial Officer Sheri Savage

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April 28, 2026

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HAYWARD, Calif., April 28, 2026 /PRNewswire/ — Ultra Clean Holdings, Inc. (Nasdaq: UCTT), today announced that Sheri Savage, CFO, will be retiring from the company.

“On behalf of the Board and the entire UCT team, I want to extend my deepest gratitude to Sheri for her remarkable 17 years of leadership and service,” said James Xiao, CEO. “Throughout her tenure, Sheri has played a pivotal role in shaping UCT’s financial strength, operational discipline, and long-term strategic direction. Her steady leadership, deep expertise, and unwavering commitment to excellence have helped guide the company through multiple industry cycles, positioning UCT for the next phase of growth. Sheri has been a trusted partner to me, the Board, and the broader global finance team, and her positive impact on this company will be lasting. We thank her sincerely for her dedication and wish her all the very best in her well-earned retirement.”

“It has been an incredible honor to be part of UCT’s journey over the past 17 years. I am deeply proud of what we have built together – strengthening our financial foundation, supporting our customers, and growing alongside a truly talented and committed global team,” said Sheri. “I am grateful for the trust and support I’ve received from my colleagues, our leadership team, and the Board throughout my tenure. UCT is well positioned for the future, and I look forward to watching the company continue to grow and succeed in the years ahead.”

The Board has initiated a comprehensive search for Sheri’s successor, considering both internal and external candidates, and will provide an update in due course.

About Ultra Clean Holdings, Inc.

Ultra Clean Holdings, Inc. is a leading developer and supplier of critical subsystems, components, parts, and ultra-high purity cleaning and analytical services, primarily for the semiconductor industry. Under its Products division, UCT offers its customers an integrated outsourced solution for major subassemblies, improved design-to-delivery cycle times, design for manufacturability, prototyping, and high-precision manufacturing. Under its Services Division, UCT offers its customers tool chamber parts cleaning and coating, as well as micro-contamination analytical services. Ultra Clean is headquartered in Hayward, California. Additional information is available at www.uct.com.

Contact:

Rhonda Bennetto
SVP Investor Relations
rbennetto@uct.com

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SOURCE Ultra Clean Holdings, Inc.

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SandboxAQ CEO Jack Hidary at Davos: GPS Jamming and AI Cyber Threats Now Converge

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April 28, 2026

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CEO tells The National that navigation interference and AI vulnerabilities now form a single threat surface for critical systems.

PALO ALTO, Calif., Apr. 28, 2026 /PRNewswire/ — At the World Economic Forum in Davos, Jack Hidary, CEO of SandboxAQ, warned that GPS jamming, GPS spoofing, and AI-enabled cyberattacks are converging into a single operational threat to critical systems. In remarks to The National, Hidary said the threats are no longer separate concerns but overlapping challenges requiring unified resilience.

SandboxAQ addresses both fronts with two technologies: AQNav, which uses the Earth’s magnetic field — the same signal birds and animals navigate by — to deliver resilient positioning, navigation, and timing in GPS-denied environments, and AQtive Guard, which unifies AI security and cryptographic posture management.

GPS interference is shifting from edge case to operational norm:

In June 2025, residents across multiple Middle Eastern countries reported location-service disruptions affecting consumer devices, ships, and aircraft, according to The National.In September 2025, media outlets reported GPS jamming on a flight carrying European Commission President Ursula von der Leyen, attributed to Russian interference.

“Recently, there was a plane flying and because it lost GPS because of jamming, the autopilot would not engage,” Hidary said, citing pilot reports of cascading failures inside aircraft systems. AQNav, tested by the US Air Force and several aviation companies, has drawn interest from Middle Eastern airlines.

Hidary linked GPS disruption to a parallel AI threat: “Large language models are also a vector of cyber attack.” He cited nation-state hackers exploiting generative AI tools, plus the Samsung incident, where engineers entered confidential information into ChatGPT.

The WEF’s 2026 Global Risks Report ranks cyber insecurity #6 among short-term global risks, with adverse outcomes of AI technologies showing the sharpest long-term rise — moving from #30 in the two-year outlook to #5 in the ten-year outlook. The report warns that “technological risks are also anticipated to worsen in severity over the next decade.”

Learn more or request a demo at sandboxaq.com. Read the full Davos coverage in The National.

About SandboxAQ

SandboxAQ is an enterprise company delivering AI solutions at the intersection of machine learning and science. Spun out from Alphabet in 2022, it develops Large Quantitative Models (LQMs) for life sciences, cybersecurity, financial services, navigation, and advanced materials. Visit www.sandboxaq.com to learn more.

 

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SOURCE SandboxAQ

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Tech-Access Canada Welcomes $165M Federal Investment to Accelerate Commercialisation

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19 minutes ago

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April 28, 2026

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OTTAWA, ON, April 28, 2026 /CNW/ – Tech-Access Canada, the national network of Canada’s Technology Access Centres (TACs), welcomes today’s federal Spring Economic Update, which includes an investment of $165 million over five years to extend support for the College and Community Innovation (CCI) Program.

Delivered through Canada’s tri-council research system and administered by the Natural Sciences and Engineering Research Council of Canada, the CCI Program enables businesses to access applied R&D expertise, specialized facilities, and technical services to advance innovation and bring new technologies to market.

This investment will strengthen Canada’s capacity to support commercialisation and productivity by helping businesses, particularly small and medium-sized enterprises, accelerate the development, validation, and adoption of new products, processes, and technologies.

“Continued support for the CCI Program reinforces a proven model that connects businesses with the expertise and infrastructure they need to innovate and compete,” said Melanie Ross, Research Chair, Green Building Technology Access Centre, Southern Alberta Institute of Technology, and Chair of Tech-Access Canada’s Board of Directors. “Technology Access Centres deliver practical, industry-driven solutions that help companies move ideas forward and translate innovation into real economic outcomes.”

Each year, TACs work with thousands of companies across sectors to advance technologies along the commercialisation pathway from early-stage validation through to deployment and scale-up. By providing objective, non-dilutive support, TACs help companies make informed decisions, avoid costly missteps, and accelerate time-to-market.

“This investment helps ensure that innovation developed in Canada stays in Canada,” said Ken Doyle, Executive Director of Tech-Access Canada. “TACs help companies commercialise here at home reducing risk, accelerating time to market, and driving real outcomes. As Canadian firms scale and export globally, that success returns to the Canadian economy.”

Tech-Access Canada’s network includes more than 70 Technology Access Centres located across the country, providing businesses with access to over 2,100 applied R&D experts, millions of square feet of specialized facilities, and hundreds of millions of dollars in equipment and infrastructure.

About Tech-Access Canada

Tech-Access Canada is the national network of Canada’s Technology Access Centres (TACs), which help businesses access the expertise, facilities, and support they need to advance innovation and bring new products and services to market.

www.MeetTheTACs.ca

SOURCE Tech-Access Canada

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