Zendesk rolls out GPT‑5 and HyperArc for dependable, real‑time AI agents

The goal isn't just to make AI faster -- it's to make it dependable, accountable, and aligned with the standards that define great customer service. That testing is reinforced by Zendesk's QA agent -- an automated monitor that keeps a constant eye on every conversation. If an exchange starts to drift off course, whether in tone or accuracy, the system immediately flags it and alerts a human agent to step in.

It's an added layer of assurance that keeps the customer experience on track, even when AI is running the first line of support. GPT-5 for next-level agents In the world of support and service, the move from simple chatbots that answer basic queries or solve uncomplicated problems, to agents that actually take action, is groundbreaking. An agent that can understand that a customer wants to return an item, confirm whether it's eligible for a return, process the return, and issue a refund, is a powerful upgrade.

With the introduction of ChatGPT-5, Zendesk recognized an opportunity to integrate that ability into its Resolution Platform. "We worked very closely with OpenAI because GPT-5 was a pretty big improvement in model capabilities, going from being able to answer questions, to being able to reason and take action," Upadhyay says. "First, it does a much better job at solving problems autonomously.

Secondly, it's much better at understanding your intent, which improves the customer experience because you feel understood. Last but not least, it has 95%-plus reliability on executing correctly." Those gains ripple across Zendesk's AI agents, Copilot, and App Builder.