Zendesk said it will acquire Ultimate, a chat-based service automation company that has UltimateGPT and a bevy of integrations with service platforms.
With the purchase of Ultimate, Zendesk said it will "offer AI agents with enhanced intelligence that are not just reactive, but proactive problem solvers." Zendesk CEO Tom Eggemeier said in a statement that the purchase of Ultimate will free up human agents to build relationships and resolve complex challenges.
Reetu Kainulainen, CEO and co-founder of Ultimate, said the deal with Zendesk is about melding human and AI agents to service customers.
Ultimate's AI agents can handle up to 80% of support requests by levering backend knowledge bases.
The purchase is expected to close this month. Zendesk was already integrated with Ultimate, which also integrates with Salesforce, Freshworks, Live Chat and others.
Zendesk has been beefing up with acquisitions. The company recently closed the purchase of Klaus, which has AI-powered quality assurance for customer experiences.
