Zendesk Summit 2025: AI in action

“Two members of the SEIF team, Florian Vannier (Founder of SEIF) and Kévin Bouanani (Sales Manager), had the chance to attend the Zendesk Partner Summit in Dublin. Two intense days filled with insightful discussions, product announcements, and great networking opportunities — a true source of inspiration for SEIF and for our clients in France, Spain, and beyond.

AI and automation at the heart of Zendesk’s strategy

• The message was clear: artificial intelligence and automation are now at the core of Zendesk’s strategy.
  

   

• With its new Resolution Platform, Zendesk is taking a major step forward: moving from simple ticket management to a complete customer experience that brings together agents, workflows, and analytics.
  

   

• This ambition for transformation resonates strongly with SEIF’s mission: helping companies leverage technology in the service of people, to deliver a consistent, efficient, and sustainable customer and employee experience.

Top announcements

• AI Agents & Expanded Omnichannel
  Zendesk unveiled new AI Agents capable of interacting across multiple channels: email, web forms, voice, and more.
  In practice, this allows a greater portion of customer interactions to be automated, while leaving humans in control for high-value cases.
  
  
• Unified Navigation & ISO 42001 AI Certification
  Another new feature: unified navigation across the different platform modules, designed to simplify the user experience.
  Most notably, Zendesk announced that it has obtained ISO 42001 certification, the first international standard dedicated to AI governance.
  A strong signal of transparency and reliability, reinforcing trust in the use of AI in customer relationships.
  
  
• HyperArc & Intelligent Analytics
  The integration of the HyperArc product opens up new possibilities for data intelligence. The Zendesk teams presented a more conversational and intuitive approach to data, capable of turning analytics into immediately actionable insights. For SEIF, this represents a major opportunity to provide our clients with deeper, more strategic analysis of their business
  

The impact for SEIF and our clients

For SEIF, this summit represents a real turning point:

• A strengthened strategic alignment with Zendesk’s vision: AI, automation, analytics, and unified experience.

•  An enhanced offering, combining AI integrations, multichannel workflows, and data governance.

•  Internal upskilling through the workshops and exchange sessions attended in Dublin.

•  Stronger collaboration with Zendesk, aimed at increasing our visibility and supporting our growth across the French, Spanish, and European markets.

In conclusion

• Two days in Dublin, both concrete and inspiring, confirmed a major evolution for SEIF: we are no longer just doing Zendesk — we are doing Zendesk enhanced by AI, insights, and digital transformation.
• A rich experience that gives us a head start in guiding our clients toward a new generation of customer experience.