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Zendesk is transitioning to an AI-driven, outcome-based CRM model, having opened a Global Capability Center in Pune, India, with plans to accommodate 700 staff. The company partnered with Persistent Systems for initial operations and gained full control a year ago.

Zendesk's AI efforts have generated $200 million in annual recurring revenue in 18 to 24 months. The company offers two AI types: fully autonomous and co-pilot mode, with a human escalation process for unresolved issues.

Zendesk's automation rate for e-commerce is 80-90%. Competitors in the AI space include ServiceNow, Freshworks, HubSpot, Microsoft, and Oracle, with significant revenues reported.