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3307: From Chatbots to AI Agents: Rethinking Customer Experience with Zendesk

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Manage episode 487857931 series 80936
Content provided by Neil C. Hughes. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Neil C. Hughes or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

Customer service has undergone significant changes in just a few years. We’ve moved from clunky chatbots with limited menus to sophisticated AI agents that understand, respond, and solve problems in real-time. But we’re now standing on the edge of something even bigger.

In today’s episode, I spoke with Matthias Goehler, EMEA CTO at Zendesk, about what the next wave of AI-powered customer experience looks like and how businesses can prepare for it.

According to Matthias, up to 80 percent of customer interactions can now be automated with modern AI tools. This is not the frustrating automation many remember. We’re talking about orchestrated systems where multiple AI agents work together.

One agent might interpret a customer’s request, another retrieves information, while others take care of backend integrations. The goal is not to deflect but to resolve quickly, clearly, and with the consistency that customers expect.

This shift is also reshaping internal support. Zendesk’s Employee Experience Suite brings the same AI capabilities used for customer service into HR and IT workflows. Employees now have access to fast, intelligent support that mirrors the consumer-grade service they’re used to in their personal lives.

Crucially, we explored what this means in a European context. With strict privacy regulations, Zendesk has developed tools that enable businesses to see precisely how AI decisions are made. Matthias explained how AI reasoning controls ensure transparency, maintain trust, and allow for complete visibility into what the AI is doing and why.

We also looked ahead. What happens when AI agents not only support us but begin to represent us? What if a customer reaches out, not through a human, but through their virtual assistant? That future may not be far off.

Is your organization ready for this shift in how service is delivered and experienced?

  continue reading

2046 episodes

Artwork
iconShare
 
Manage episode 487857931 series 80936
Content provided by Neil C. Hughes. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Neil C. Hughes or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

Customer service has undergone significant changes in just a few years. We’ve moved from clunky chatbots with limited menus to sophisticated AI agents that understand, respond, and solve problems in real-time. But we’re now standing on the edge of something even bigger.

In today’s episode, I spoke with Matthias Goehler, EMEA CTO at Zendesk, about what the next wave of AI-powered customer experience looks like and how businesses can prepare for it.

According to Matthias, up to 80 percent of customer interactions can now be automated with modern AI tools. This is not the frustrating automation many remember. We’re talking about orchestrated systems where multiple AI agents work together.

One agent might interpret a customer’s request, another retrieves information, while others take care of backend integrations. The goal is not to deflect but to resolve quickly, clearly, and with the consistency that customers expect.

This shift is also reshaping internal support. Zendesk’s Employee Experience Suite brings the same AI capabilities used for customer service into HR and IT workflows. Employees now have access to fast, intelligent support that mirrors the consumer-grade service they’re used to in their personal lives.

Crucially, we explored what this means in a European context. With strict privacy regulations, Zendesk has developed tools that enable businesses to see precisely how AI decisions are made. Matthias explained how AI reasoning controls ensure transparency, maintain trust, and allow for complete visibility into what the AI is doing and why.

We also looked ahead. What happens when AI agents not only support us but begin to represent us? What if a customer reaches out, not through a human, but through their virtual assistant? That future may not be far off.

Is your organization ready for this shift in how service is delivered and experienced?

  continue reading

2046 episodes

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