Overslaan naar belangrijkste inhoud

Podcast 1 min read

AI and the next CX revolution—with Zendesk’s Adrian McDermott and Teresa Haun

Join Zendesk’s own AI experts as they unpack the history of CX transformation and what that means for an AI-powered future.

Door Maggie Mazzetti, Staff Writer

Laatst gewijzigd May 15, 2024

Conversations with Zendesk logo featuring Adrian McDermott and Teresa Haun

cwz-adrian-mcdermott-teresa-haun-header

Each week, Adrian McDermott, Zendesk’s Chief Technology Officer and Teresa Haun, Senior Director of Technology and CX Strategy, gather in the same room to examine the past and tackle big questions about the future.

“We think a lot about what’s happening in technology, what’s happening in CX and just debate it back and forth,” said Haun.

From the telephone, to the internet—and now AI, their research has broad implications for the business, informing not only Zendesk’s product roadmap but also the recent decision to acquire Ultimate.. They predict that by 2030, 80% of customer interactions will be solved by AI and won’t require the help of a human agent.

“There’s a lot more AI innovation to come and it’s coming very rapidly,” said McDermott. If you listen to the goals of the frontier model companies, one of the core use cases they’re thinking about is how to make that AI-based digital autonomous customer service agent that we can all deploy.”

To learn more about this latest technological revolution, how companies can set themselves up for success, and why AI implementation is ultimately a brand choice, be sure to check out our latest episode of Conversations with Zendesk. Also, don’t miss Adrian and Teresa discussing their research live or on demand at Relate 2024, our biggest customer event of the year.

Watch CWZ on YouTube
Listen on Spotify
Listen on Apple Podcasts

Have a question for a Zendesk expert, interested in being a guest, or want to suggest a topic for a future episode? Drop us a line at [email protected]—we’d love to hear from you.

Verwante verhalen

Podcast
1 min read

Harnessing AI-powered efficiency for deeper customer connection—with Lush’s Naomi Rankin

With their special blend of AI efficiency and a personal touch, Lush is delivering better support for their customers and their business.

Podcast
1 min read

Modernizing the world’s largest service delivery business—with Indigov’s Alex Kouts

By bringing private market efficiency to the public sector, Indigov has reduced average constituent wait times from 80 days to a mere eight minutes.

Podcast
1 min read

Dispatch from the frontlines of critical customer service—with the International Rescue Committee’s Andre Heller

For World Refugee Day, we sat down with the IRC's Andre Heller to learn how his team uses Zendesk to scale their global response efforts.

Podcast
2 min read

Early insights from our AI implementation journey—with Zendesk’s Steven Warfield

With AI transforming the world of CX, Zendesk’s VP of Customer Service shares how we’re navigating big changes for our own internal teams—and what excites him about the future.