Zenarate Unveils New Vision Built on One Simple Question for Human and AI Customer Service: Did the Problem Get Solved?
Zenarate shares its commitment to help enterprises learn from every customer interaction,
human and AI, to keep improving the customer experience
PALO ALTO, Calif., Oct. 8, 2026 /PRNewswire/ -- Zenarate today shared its vision to address one of the biggest blind spots in customer service today: every customer interaction teaches a company something, but the lesson rarely travels beyond the person or AI agent who handled it. That runs the risk of the same problems coming back again and again.
Zenarate now positions itself as the frontline performance platform for humans and AI. It helps enterprises take what every interaction teaches, share it across their people and AI agents, and make sure it improves the next customer experience.
When every system says the job is done
"We see this pattern all the time," said Rob Wright, Chief Product Officer at Zenarate. "A customer talks to an AI agent or a person, and the conversation ends without escalation. But the problem isn't fixed, so they call back a couple of days later. From the company's side, that first call often gets marked a success because the rubric used to evaluate it shows the frontline team member followed the process. But the customer had to do the work twice. The company had what it needed to catch that but never surfaced it or acted on it. We can now follow that customer's journey across every contact and change the definition of success: "did the problem get solved?" AI agent tuning, associate training and coaching, and process fixes are now all automatically tied to that standard."
Customers have made their expectations clear. They're happy to use AI, as long as it works. In a Gartner survey of 3,566 customers published in August, half said generative AI made their service interactions easier, and 87% said access to a person is essential.i The cost of getting it wrong is steep. A Gartner survey published in September found that only 27% of customers would try a chatbot again after a negative experience.ii
A brand built on closing the loop
Zenarate created the category of AI simulation training for frontline associates. Today, it drives the performance of the associates and AI agents that serve customers for Fortune 500 companies, and the new brand puts that bigger role front and center.
The Zenarate brand is built on the idea of closing the customer experience loop. Every customer conversation teaches a company what worked and what didn't. The loop is how that lesson changes the next conversation, and how the company knows it did. Most companies hear the lesson and leave it hanging. Zenarate helps them close the loop, conversation after conversation.
Measuring success the way customers do
Zenarate judges success by whether the customer's problem got solved. It follows every contact a customer makes about the same issue, from AI agent to associate and back again, and reads them as one story.
From there, it's clear what to change. That might be practice for associates, an improvement to an AI agent, a better escalation, or a policy or process change the enterprise makes itself. An escalation isn't automatically a failure. Handing a customer to the right person at the right moment, without making them repeat themselves, can be exactly what good service looks like.
People and AI, getting better together
Zenarate is built to make people and AI agents better at the same time. People get better through simulation practice and coaching. AI agents get better through a knowledge fix, a workflow change or a smarter escalation rule. Zenarate connects the two through shared evidence, so each side makes the other better. Escalations and AI interactions show where associates need more preparation, and what top-performing associates do shapes how AI agents are built.
AI is also reshaping the work people do. As AI agents pick up the routine requests, associates get the tricky ones, the calls that need real judgment. In a Gartner survey of service leaders published in February, 84% said they plan to add new skills to the human agent role.iii That plays right to Zenarate's roots. The company started out preparing people for live customer conversations, and it keeps them ready as the work changes.
Proven on the frontline
Zenarate's platform brings this together in three products. Perform develops people skills through simulation practice and coaching, Analyze helps companies understand and improve every interaction, and Evolve automates conversations & workflows through AI agents.
Through Evolve, Grand Pacific Resorts automated end-to-end reservation confirmation conversations and moved frontline people to higher-value interactions. Through Perform and Analyze, TruGreen cut onboarding time by 50% saving more than $3 million, and Sallie Mae reduced associate attrition by 32%. Zenarate has delivered more AI simulations than any company in the world, more than 10 million in 79 languages, for more than 200 enterprise customer experience teams.
"Information is not improvement until something changes," said Brian Tuite, CEO of Zenarate. "Every company's frontline is becoming people and AI working together. The companies that pull ahead will learn the fastest from every customer interaction, so the next customer gets a straight answer and moves on with their day. That's what we've built Zenarate to do."
Take a look at the new brand at zenarate.com. Zenarate will be at Customer Contact Week (CCW) Nashville, October 7–9, 2026.
About Zenarate
Zenarate is the frontline performance platform for humans and AI. It helps companies close the customer experience loop, understanding what customers need and how to best serve them in every interaction.
Zenarate automates routine conversations through AI agents, and prepares frontline associates for the hard conversations. What the frontline learns from one customer interaction changes how it handles the next, and Zenarate makes this happen. Headquartered in Palo Alto, California, Zenarate supports more than 200 of the world's leading enterprises in 79 languages. Learn more at zenarate.com.
i Gartner, "Gartner Survey Finds 87% of Customers Say Companies Using GenAI for Customer Service Must Provide Access to a Human Agent," press release, August 4, 2026. Survey of 3,566 B2B and B2C customers conducted February–March 2026. https://www.gartner.com/en/newsroom/press-releases/2026-08-04-gartner-survey-finds-87-percent-of-customers-say-companies-using-genai-for-customer-service-must-provide-access-to-a-human-agent0
ii Gartner, "Gartner Survey Finds Only 27% of Customers Would Try a Chatbot Again After a Negative Experience," press release, September 2, 2026. https://www.gartner.com/en/newsroom/press-releases/2026-09-02-gartner-finds-only-27-percent-of-customers-would-try-a-chatbot-again-after-a-negative-experience
iii Gartner, "Gartner Survey Finds 91% of Customer Service Leaders Under Pressure to Implement AI in 2026," press release, February 18, 2026. Survey of 321 customer service and support leaders conducted October 2025. https://www.gartner.com/en/newsroom/press-releases/2026-02-18-gartner-survey-finds-ninety-one-percent-of-customer-service-leaders-under-pressure-to-implement-ai-in-2026
CONTACT:
Terri Douglas
[email protected]
SOURCE Zenarate
Share this article