Is This the "End of SaaS" Moment We’ve Been Building For?
Tom Egenmeier argued the per-seat SaaS model will die as Zendesk shifts AI agents toward consumption and outcome-based pricing, starting with automated resolutions launched in August 2024. He said Zendesk is using acquisitions, OpenAI and open-source models, and vertical workflows to automate over 80% of agent interactions within three years while preserving human escalation.
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