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Zendesk, Inc., a leading AI-powered support service company, announced the general availability of Zendesk Contact Center in Japan. The company also announced the addition of new AI-related features that further enhance the Zendesk Resolution Platform . To address increasingly complex and diverse customer and employee interaction needs, Zendesk offers a comprehensive, AI-first solution designed specifically for support services, enabling customer service, employee service, and contact center teams to resolve issues faster and more efficiently and achieve better outcomes.
The Zendesk Resolution Platform powers AI agents that resolve approximately 5 billion inquiries annually. These agents handle more channels and customers than any other solution. Leveraging advanced, large-scale language models like GPT-5 and instant access to data like Model Context Protocol (MCP), these AI agents streamline workflows and significantly reduce the time to resolution. This foundation has enabled Zendesk AI to achieve widespread adoption worldwide, with approximately 20,000 companies already using it. According to Zendesk’s research report, “CX Trends 2025,” 62% of CX leaders in Japan predict that interactions between companies and customers will increase fivefold over the next few years. Zendesk believes AI is one of the most effective ways to address this change.
To accelerate this momentum, Zendesk is leveraging the latest technology to improve issue resolution speed, maximize service value, and strengthen trust in its AI services. It combines intelligent automation, streamlined workflows, and advanced analytics to deliver more personalized solutions. Key enhancements include the launch of the industry’s most autonomous Voice AI agent , redefining customer interactions through natural, fluid conversations. Additionally, video calling and screen sharing capabilities designed for the Zendesk Contact Center enable real-time collaboration. For employee services , IT asset management provides a unified view of device status to support faster issue resolution. Advanced features like Knowledge Builder, Action Builder, and App Builder enhance productivity, while next-generation analytics from the recently acquired HyperArc deliver deeper insights than ever before. Zendesk is firmly established as the only support services platform designed for the AI era.
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Zendesk Contact Center , localized for the Japanese market, is now generally available from today. As part of the Zendesk Resolution Platform, it will enable Japanese companies to provide higher quality customer service.
Zendesk Contact Center was developed in collaboration with Amazon Connect and based on technology acquired from Local Measure. By deepening its integration with Amazon Web Services (AWS), Zendesk Contact Center offers enhanced flexibility, security, and scalability. Designed for integrated omnichannel contact centers that support large-scale, complex enterprise environments, ゼンデスク enables companies to streamline workflows, centralize customer data, and deliver a seamless, high-quality customer experience.
One of the major features is the system in which AI handles the response while human staff supervise its operation. If the AI cannot resolve the issue, it is smoothly handed over to a human. Furthermore, a command center that can oversee the entire contact center grasps the situation in real time, supporting stable service provision and accurate exception handling.
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