Zendesk's CEO says seats are dead and gives it three to six months.

Tom Eggemeier told HumanX in Amsterdam that Zendesk will eliminate seat-based pricing across the business within three to six months, and that companies still on seats in two or three years "will struggle." He projects AI agents handling 80%+ of support interactions within three years. On the same stage, Sierra's Clay Bavor gave unit economics of about €1 per agent-resolved case against about €10 through a call center (The Next Web). Zendesk has charged per resolution for AI agents since 2024. Pulling seats out of the entire business is new, and it's a sharp contrast with Salesforce running seats, credits and per-resolution fees simultaneously.