Zendesk CEO Tom Eggemeier has a bold prediction that within the next five years, AI will handle up to 80% of customer inquiries without needing a human in the loop. But before anyone repeats that AI is here to steal jobs, he wants to set the record straight. He wants to be clear on that point. “The idea isn’t to replace people,” he says. It’s to empower them by removing the parts of the job that drain them repetitive, high-volume tasks so they can focus on the work that really requires human empathy and creativity.
He anticipates that by 2025, voice AI will enhance customer experience by making consumers feel understood across various interaction channels. He also suggests that these AI agents will become more approachable and exhibit human-like qualities in their interactions.
It’s a narrative that resonates across industries. Human agents are often overworked and under-supported, spending hours answering the same questions day after day. Mistakes creep in, fatigue sets in, and customer experiences suffer. AI, by contrast, never tires, never snaps, and never needs a coffee break.
