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Customer Experience (CX) is a business that is all about helping customers to get what they need or want from a vendor or service. It’s a business that Zendesk increasingly sees as being dramatically impacted by AI. Zendesk has been steadily integrating increasing amounts of AI into its intelligent CX platform in recent years.
Adrian McDermott, Chief Technology Officer at Zendesk was part of a panel at the VB Transform 2024 event on Thursday about transforming CX with gen AI. Ahead of the session he met with VentureBeat to detail his company’s’ new Future of AI-powered CX report.
The report surveyed over 1,300 senior CX leaders and found overwhelming interest in AI. 81% of CX leaders believe AI will change CX for the better and 86% believe CX will be utterly transformed over the next three years. The report also found that 77% of respondents think traditional CX will give way to radically different industry dynamics due to the influence of AI.
Not every organization has AI as a top of mind goal today, but the overall direction and impact for Zendesk is clear to McDermott.
Register to access VB Transform On-Demand
In-person passes for VB Transform 2024 are now sold out! Don’t miss outâregister now for exclusive on-demand access available after the conference. Learn More
“We fundamentally believe that within a few years 100% of all interactions will in some way for every customer of ours involve AI, whether that’s a copilot experience, RAG experience, knowledge discovery or a full conversational experience,” McDermott told VentureBeat.
Even with pervasive …
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We want to hear from you! Take our quick AI survey and share your insights on the current state of AI, how you’re implementing it, and what you expect to see in the future. Learn More
Customer Experience (CX) is a business that is all about helping customers to get what they need or want from a vendor or service. It’s a business that Zendesk increasingly sees as being dramatically impacted by AI. Zendesk has been steadily integrating increasing amounts of AI into its intelligent CX platform in recent years.
Adrian McDermott, Chief Technology Officer at Zendesk was part of a panel at the VB Transform 2024 event on Thursday about transforming CX with gen AI. Ahead of the session he met with VentureBeat to detail his company’s’ new Future of AI-powered CX report.
The report surveyed over 1,300 senior CX leaders and found overwhelming interest in AI. 81% of CX leaders believe AI will change CX for the better and 86% believe CX will be utterly transformed over the next three years. The report also found that 77% of respondents think traditional CX will give way to radically different industry dynamics due to the influence of AI.
Not every organization has AI as a top of mind goal today, but the overall direction and impact for Zendesk is clear to McDermott.
Register to access VB Transform On-Demand
In-person passes for VB Transform 2024 are now sold out! Don’t miss outâregister now for exclusive on-demand access available after the conference. Learn More
“We fundamentally believe that within a few years 100% of all interactions will in some way for every customer of ours involve AI, whether that’s a copilot experience, RAG experience, knowledge discovery or a full conversational experience,” McDermott told VentureBeat.
Even with pervasive …nnDiscussion:nn” ai_name=”RocketNews AI: ” start_sentence=”Can I tell you more about this article?” text_input_placeholder=”Type ‘Yes'”]