Zendesk today introduced Employee Service AI Agents and Advanced Action Flows to resolve complex employee requests from end to end—helping employees get back to work faster and enabling IT, HR, and workplace teams to deliver better outcomes with less administrative effort.

Employee Service AI Agents understand what employees need and determine how to help. Advanced Action Flows give them the skills to do so: administrator-built workflows that carry out tasks in line with organizational policies and goals.

Together, they enable organizations to automate multi-step employee service processes, from onboarding to offboarding. This includes access approvals, laptop lifecycle management, employment verification letters, and badge access.

Creating a great employee experience while easing the administrative burden

Employee service requests rarely follow a single path. Setting up a new employee, for example, requires coordinating hardware setup, system access, and paperwork across multiple teams and approvals. When requests stall during manual handoffs, productivity drops before day one even finishes. To address this, organizations must move beyond answering individual questions and automate the entire process from request to outcome.

Employee Service AI Agents and Advanced Action Flows handle the coordination behind these complex processes, reducing work that would otherwise require hours of manual work. These capabilities are already driving significant operational impact: in the first five weeks of early access, 300 customers drove 6 million workflow executions with Advanced Action Flows – saving an estimated 500,000 hours of manual work.*

“AI should do more than answer employees’ questions – it should help get their work done the way they intended to,” said Shashi Upadhyay, President of Product, Engineering, and AI at Zendesk. “Too often, employees lose time chasing approvals and navigating internal systems instead of doing the work they were hired to do. With Advanced Action Flows, our specialized AI agents can draw on workflows that move employee requests through the steps needed to reach a resolution. That’s the promise of an agentic employee experience: less friction for employees and more time for the work that matters.”

To deliver that experience, the capabilities address three stages of employee support: simplifying workflow creation, automating multi-step tasks across systems, and resolving requests directly inside daily workspaces.

Create and deploy automations faster

Creating internal automations has traditionally required deep technical expertise, manual configuration, and hours of setup. With Advanced Action Flows, IT admins can create, test, and refine complex automations simply by describing what they need in natural language. This allows admins to move from idea to production-ready automation faster, eliminating tedious manual configuration of traditional drag-and-drop workflows.

Automate cross-system tasks end-to-end

Employee service processes – from device and application requests to workplace safety cases – often span multiple systems. This can leave teams spending significant time connecting and configuring those systems before they can automate the work. Advanced Action Flows help teams identify and configure the right integrations and generate the business logic to connect them. This extends AI beyond workflow creation to make the entire automation lifecycle, from setup through execution, fully agentic.

Deliver outcomes where employees work

When Employee Service AI Agents are connected to Advanced Action Flows, employees can make requests in the tools they already use such as Slack and Microsoft Teams. The AI Agent coordinates the work across back-end systems, so employees can get help without switching applications or following-up across multiple channels.

For early adopters, this balance of speed and control is already transforming internal support:

“It helps me to go further with automation. I’m not a software engineer, so it’s easy to build the flow and fix it.” – Head of Support from Alpy.

“I cannot tell you how excited this team is to have this. This is a real, real game changer,” said Andy Phelan, Chatbot Analyst at a global engineering and technology company. “It’s powerful and really straightforward. I don’t think this is something I’ve been able to do before.”

Employee Service AI Agents and Advanced Action Flows are currently available through Zendesk’s open early access program, with general availability expected in the coming weeks. To learn more, visit online here.

*Estimate based on a conservative industry benchmark of five minutes saved per workflow execution.

About Zendesk

Exceptional service means never having to repeat yourself, whether you are a customer seeking help or an employee looking for answers. Zendesk orchestrates every service experience—wherever work happens—by powering an autonomous service workforce of AI agents, automation, and human expertise so every moment feels continuous, personal, and focused on real resolution. The Zendesk Resolution Platform unifies your workforce into a single system that improves with every interaction. Our discipline is simple: AI is the means, outcomes are the identity and enduring relationships are the result.

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