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Zendesk's CEO Said 'Seats Are Dead' and Plans to Drop Seat Pricing Across the Business Within 3 to 6 Months
At HumanX in Amsterdam, Zendesk CEO Tom Eggemeier said the company will eliminate seat-based pricing across its business within three to six months. He warned that companies still on seats in two or three years 'will struggle,' and projected that AI agents will handle 80%+ of support interactions within three years. On the same stage, Sierra co-founder Clay Bavor gave unit economics of about €1 per agent-resolved case versus about €10 through a call center. Zendesk has charged per resolution for AI agents since 2024. Pulling seats out of the whole business is new, and a direct contrast to Salesforce running seats, credits and per-resolution fees side by side.
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