Case Study: Zendesk achieves 1 million custom agent executions in 7 weeks with Claude

Zendesk reaches 1 million custom agent executions in 7 weeks with Claude

Zendesk, a provider of AI for customer and employee service, faced the challenge of automating complex, behind-the-scenes service work that was still being handled manually. Their customers needed a way to efficiently automate unique business-specific tasks like detailed billing questions or complicated warranty claims without extensive engineering resources.

By building custom agents on the Claude Platform from Anthropic, specifically using Claude Sonnet via Amazon Bedrock, Zendesk empowered its customers to create their own AI agents. The solution led to 1 million agent executions within the first seven weeks of early access, raised automated resolution by up to 10%, and cut human handle times by up to 80% for customers running the custom agents.

Zendesk