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

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.

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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 cwzpodcast@zendesk.com—we’d love to hear from you.