Tom Eggemeier, CEO of Zendesk, leads the charge in revolutionizing customer support through AI. He shares valuable insights on shifting from traditional chatbots to reasoning AI agents, discussing how AI can sometimes outperform humans in empathy. Tom dives into real-world successes and failures of AI in customer service and highlights innovative pricing models to align satisfaction with business goals. He emphasizes the need for companies to adapt to AI, addressing challenges like data integrity and workforce evolution in this rapidly changing landscape.
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insights INSIGHT
Real AI Impact on Customer Support
AI resolves customer problems more accurately and cost-effectively than before.
It can solve 30%+ of interactions instantly with minimal setup.
insights INSIGHT
Dependence on Data Quality
AI effectiveness depends on customer type and data quality.
Structured, consistent knowledge bases are essential for high AI resolution rates.
question_answer ANECDOTE
AI Transformation Spark in Lisbon
Zendesk’s CEO realized AI disruption potential during a 2022 visit to Lisbon.
Lack of a roadmap there sparked a company-wide AI transformation initiative.
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Zendesk CEO Tom Eggemeyer joins Michael Krigsman to discuss the impact of AI CX on customer expectations. They explore real-world lessons from the Zendesk AI journey, including what has worked and what hasn't. Learn how customer service is being reshaped by ChatGPT and artificial intelligence and machine learning.
Key Topics Covered:
The shift from traditional chatbots to reasoning AI agents
Why Zendesk only gets paid when AI successfully resolves issues
How AI is more accurate (and sometimes more empathetic) than humans
The surprising ways AI is changing customer service metrics
00:00 🤖 Introduction to Zendesk and AI in Customer Support 01:04 ⚙️ The Realities and Challenges of AI Implementation 05:32 🌊 Zendesk's Transformation and the Future of AI in Customer Support 09:21 🔄 Transitioning to AI: Challenges and Reactions 11:23 🤖 AI in Customer Support: From Reactive to Proactive 16:38 🔍 Transparency and Use Cases in AI Decision-Making 19:12 ✅ The Role of Quality Assurance in AI-Driven Customer Service 21:39 🤖 AI Adoption and Industry-Specific Applications 28:05 🤝 Balancing AI and Human Touch in Customer Service 31:16 🤖 AI as a Strategic Differentiator in Customer Experience 35:22 📊 Evolving Metrics and Challenges in AI-Driven CX 38:27 🌐 AI's Broader Implications and the Future of Work 42:33 📊 The Role of Data in AI Development 45:33 🤖 AI's Impact on Jobs and Customer Experience 47:52 🔒 Preparing for the AI Era and Data Privacy
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