Leadership
Zendesk has introduced Employee Service AI Agents and Advanced Action Flows to help organisations automate complex employee requests across IT, HR and workplace operations.
The new capabilities enable AI agents to understand employee needs and execute multi-step tasks through administrator-configured workflows. These include employee onboarding and offboarding, access approvals, laptop lifecycle management and workplace badge access.
With Advanced Action Flows, administrators can create automations using natural language descriptions, reducing the complexity of workflow development. Employees can also initiate requests directly through workplace collaboration platforms such as Slack and Microsoft Teams, enabling seamless access to internal services.
During the first five weeks of early access, 300 customers executed six million workflows, saving an estimated 500,000 hours of manual work, according to Zendesk.
Shashi Upadhyay of Zendesk highlighted the importance of AI in helping employees complete tasks rather than simply providing answers to their questions.
The capabilities are currently available through open early access, with general availability expected in the coming weeks. The launch reflects the growing adoption of agentic AI to streamline enterprise operations and improve employee experiences.
