Zenarate Refocuses Customer Service Platform on Issue Resolution

Oct 8, 2026
Zenarate is repositioning its customer service platform to measure whether issues are resolved across interactions with people and AI agents.

Zenarate said in a press release that it is repositioning its customer service platform around whether customer issues are resolved across interactions handled by people and AI agents. The system groups multiple contacts about the same issue into one customer journey, including transfers between AI agents and human associates.

The platform uses interaction data to identify changes needed in employee training, AI agent knowledge, workflows, escalation rules, policies, or processes. It includes Perform for simulation and coaching, Analyze for reviewing interactions, and Evolve for automating conversations and workflows with AI agents.

Zenarate supports more than 200 enterprise customer service teams across 79 languages. Its platform has delivered more than 10 million AI simulations.

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