As enterprises accelerate the use of artificial intelligence to support employees at scale, internal service has become a critical focus area within the MarTech and enterprise software landscape. Zendesk has announced the acquisition of Unleash, an AI powered enterprise search platform, in a move designed to strengthen its AI first employee service capabilities and help organizations deliver faster and more reliable internal support.
Zendesk said the acquisition enables it to surface fast and accurate answers for employees directly within the collaboration tools they already use every day. By respecting existing data permissions and security policies, the combined platform ensures that responses remain accurate, compliant, and trusted. This approach allows organizations to unify knowledge across internal systems and connect it directly to workflows such as case management, automation, and analytics, helping teams resolve issues more efficiently while reducing the cost and complexity of employee support.
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Unleash brings advanced enterprise search and retrieval technology to Zendesk, allowing employees to access relevant knowledge from across company systems without navigating multiple tools. The platform connects content from more than seventy enterprise sources, including Google Drive, Confluence, and SharePoint, and applies permission based retrieval so users only see information they are authorized to access. Native AI knowledge agents are also embedded within collaboration environments such as Slack and Microsoft Teams, enabling employees to get answers in context and escalate seamlessly to human experts when needed.
By integrating Unleash into its employee service workflows, Zendesk aims to reduce time to resolution for high impact internal support requests while maintaining enterprise grade security and privacy. The acquisition also extends Zendesk’s broader service strategy by applying the same AI governance and workflow intelligence to both employee and customer support use cases. This convergence reflects a growing trend toward unified service platforms that operate across internal and external audiences..
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“As organizations rapidly adopt AI, rethinking how they deliver internal employee support is becoming mission-critical. Zendesk’s acquisition of Unleash puts AI directly in the flow of work, delivering secure, permission-based answers from across company systems so employees get instant self-service with seamless handoffs to human experts when needed,” said Shashi Upadhyay, President of Product, Engineering and AI at Zendesk.
Unleash leadership emphasized the shared vision behind the deal and the opportunity to scale its technology through Zendesk’s platform. “This acquisition aligns directly with our mission to make information accessible and actionable right where work happens,” said Itay Itzhaki, Co-founder and CEO at Unleash. “Our AI-powered search and retrieval technology will help companies deliver faster, smarter employee support by making knowledge easier to access and use – all while keeping security and privacy at the forefront.”
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