Zendesk launches specialized AI agents and real-time voice translation

Zendesk has introduced several AI-driven capabilities aimed at automating customer experience (CX) and overcoming language barriers in contact centers.

On September 14, 2026, the company launched Specialized AI Agents, which include Industry Agents and Custom Agents. These tools are designed to automate up to 80% of workflows by combining industry-specific expertise with a company’s unique data. The initial rollout focuses on the commerce vertical, featuring integrations with platforms such as Shopify, Stripe, and Narvar to manage orders, returns, and refunds. These agents are capable of running within Zendesk or alongside Salesforce and ServiceNow environments.

Additionally, Zendesk introduced Real-Time Voice Translation for its Contact Center. This feature provides AI-powered, two-way translation during live calls, allowing agents and customers to communicate in their preferred languages without the need for human interpreters. The tool includes administrative controls to manage language availability and compliance, such as choosing whether to retain original or translated audio for quality reviews.