The news: Zendesk, a leading customer experience (CX) and service platform, is the latest company leaning on AI and voice agents to improve its services and lock in existing customers, per MarTech.
“The fixation on AI for its own sake is fading,” Zendesk CEO Tom Eggemeier said during the company’s AI Summit this week, noting that business leaders were now looking at business-specific outcomes. In the service setting specifically, Zendesk’s is looking for 80% of clients’ customer calls to be automated.
Key stat: Almost 60% of CX leaders worldwide believe generative AI (genAI) will heavily influence chat-based customer support over the next two years, per Zendesk.