“Zendesk has delivered over 4 billion resolutions — 800 million of those powered by AI this year alone.” On the Joel Beasley | Modern CTO podcast, our CTO Adrian McDermott explains why customer service is at the center of generative AI innovation. Adrian shares how automating repetitive support tasks isn’t about replacing people, but about letting human agents focus on higher-impact, meaningful conversations with customers. He also talks about Zendesk’s shift toward outcome-based platforms and the real-world changes AI is bringing to the agent experience, team structure, and customer expectations. Listen in for Adrian’s honest perspective on what AI is delivering for companies, agents, and customers right now: https://zdsk.co/3MG4GvP
Miranda Bai
1d
Impressive milestone. The value of AI is clear when it elevates human agents to focus on deeper, more meaningful customer interactions — not just quicker resolutions. Exciting to see Zendesk leading that evolution
Adrian was fantastic! Thanks for guesting on the podcast!
Great interview. For CX teams, building the emerging ‘AI service architect’ skill set will be critical: let AI agents handle repetitive issues so your people can focus on the 20% of customers who drive 80% of revenue. Teams that lean into this mindset / operational shift will be the ones who turn AI from pure cost savings into a real competitive advantage in their customer's experience.