Zendesk acquires AI search provider, launches enterprise search for CX teams
Published: December 22, 2025
Zendesk has acquired a specialist in AI-driven enterprise search and is bringing its tech straight into the agent workflow. The goal is simple: give support teams and employees fast, permission-safe answers pulled from all the places knowledge actually lives.
Why this matters for customer support
Support work depends on knowledge scattered across tools, teams, and docs. Hunting for the "right version" slows responses, inflates handle time, and frustrates everyone involved.
By unifying search across systems and returning only what each person is allowed to see, Zendesk can help teams resolve issues faster, with fewer escalations and lower risk of exposing sensitive data.
What's included
- Unified enterprise search: Index content from across internal tools into one searchable layer. Cut tool-switching, get consistent answers, and reduce handle times.
- Permission-based retrieval: Enforce access rules at the source. Agents see only what they're cleared to see, supporting compliance and reducing the chance of accidental data exposure.
- AI knowledge answers: Understand intent, pull relevant info from approved systems, and generate accurate responses grounded in company knowledge.
- Workflow-embedded delivery: Get answers inside Zendesk, Slack, or Microsoft Teams. No context switching. More focus during live conversations.
- Scalable connectors: Pre-built integrations for 70+ data sources keep content synced so teams work with current, approved information.
Leadership perspective
Zendesk's product and AI leadership emphasized a clear goal: put trustworthy answers in the flow of work with seamless handoffs to human experts when needed. Employees should get instant self-service and only escalate when it adds value.
The acquired company's team echoed that focus. Their mission is to make knowledge accessible and useful where work happens, while keeping security and privacy front and center.
Expected impact for CX teams
- Faster, more consistent responses across channels
- Lower average handle time and fewer internal pings
- Higher first-contact resolution with clearer guidance
- Reduced risk of data leakage through enforced permissions
- More resilient operations during peak volumes
How to get the most from it
- Map your knowledge sources: Identify high-value systems (e.g., Google Drive, SharePoint, Slack, ticket history, policy docs).
- Tighten permissions: Review access by role and team. Lock down sensitive content and define who can see what.
- Define intents: List top internal questions (refunds, entitlements, outages, policy exceptions) and link them to authoritative sources.
- Embed where work happens: Enable answers inside Zendesk, Slack, and Microsoft Teams to cut tool-switching.
- Track impact: Monitor AHT, FCR, deflection, CSAT, and time-to-answer for internal requests.
- Keep content fresh: Assign owners, set review cadences, and retire outdated articles.
- Validate compliance: Involve security and legal to confirm data handling meets policy and regulatory needs.
About the acquired provider
Founded in 2019, the company indexes knowledge from sources like Google Drive, SharePoint, and Slack. It pulls from past interactions, policies, resolution history, documentation, and tickets to return context-aware answers.
Security is built-in with permission-aware retrieval and customizable restrictions, so agents only access what's approved. The result is quicker discovery and faster, more confident responses.
The bottom line
This acquisition strengthens Zendesk's focus on consistent, reliable support. Unified knowledge, enforced permissions, and workflow-native answers help teams move faster without cutting corners on privacy or compliance.
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