Zendesk CTO Predicts Ultimate Embrace of AI in Customer Experience (CX)

Customer Experience (CX) Transformation through AI: Insights from Zendesk

Customer Experience (CX) focuses on ensuring customers receive the products and services they desire from vendors. Zendesk recognizes the significant impact of artificial intelligence (AI) on CX and has progressively integrated AI into its intelligent CX platform.

During the VB Transform 2024 event, Adrian McDermott, Chief Technology Officer at Zendesk, participated in a panel discussion about leveraging generative AI to enhance CX. Ahead of the session, he provided insights on the company's new report, "The Future of AI-Powered CX."

AI Agents and CX Evolution

The report surveyed over 1,300 senior CX leaders and revealed overwhelming enthusiasm for AI: 81% believe it will improve CX, while 86% foresee a complete transformation within the next three years. Notably, 77% of respondents anticipate that traditional CX dynamics will shift dramatically due to AI.

Although not all organizations prioritize AI currently, McDermott views a clear trajectory.

“We fundamentally believe that within a few years, 100% of interactions will involve AI in some capacity, whether through co-pilot experiences, knowledge discovery, or full conversational interfaces,” he stated.

The Crucial Human Element in AI-Driven CX

A primary concern for companies adopting AI in customer service is maintaining the human connection. McDermott highlighted the necessity of effective journey design and escalation protocols.

“Human conversations will remain vital. Customers will want to reach a live operator at any point, and as interactions become more complex, human support tools will be increasingly essential,” he explained.

To enhance this, Zendesk acquired Klaus, a quality assurance company, in February. This acquisition equips customer service managers with tools to evaluate the quality of both human and AI interactions.

“This integration ensures that the human experience is not compromised in AI-driven engagements,” McDermott added.

The Ongoing Journey of AI in CX

The report emphasizes that full AI integration in customer service will take time. McDermott outlined three stages of AI implementation:

1. Human-in-the-Middle: AI assists human agents to enhance efficiency and consistency.

2. Concierge Implementation: AI manages initial interactions and basic inquiries, with human agents available for escalated issues.

3. Expanded Automation: Increased AI involvement in customer interactions, complemented by continuous quality monitoring.

Typically, organizations commence with the first stage due to its lower risk, gradually advancing toward greater automation as their confidence in the technology grows.

Looking ahead, McDermott anticipates a shift in how the industry perceives AI over the next year.

“I expect more companies will gain practical experience with AI in CX environments. This familiarity will likely foster greater trust and adoption of AI-driven customer service solutions,” he predicted.

However, McDermott advises against expecting immediate transformations.

“It will be an evolution, a gradual process that takes time,” he concluded.