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Zendesk is shifting from a traditional SaaS model to an AI-driven, outcome-based approach. The company opened a Global Capability Center (GCC) in Pune, India, with a team of 400, aiming to develop AI products.

In 18 to 24 months, Zendesk generated $200 million in annual recurring revenue from AI. The company offers autonomous AI and co-pilot modes, emphasizing a shift to outcome-based pricing. Competitors include ServiceNow, Freshworks, HubSpot, Microsoft, and Oracle, with significant revenue reported in AI solutions.