Zendesk CEO Tom Eggemeier has seen significant savings with Meta's Muse, a personal assistant that can help with tasks such as negotiating bills. In just five days, Eggemeier saved $3,105, exceeding Meta's challenge to save up to $1,000.
Eggemeier, who has run Zendesk since late 2022, spoke about his experience with Muse at HumanX in Amsterdam. He noted that Europeans may not save as much as Americans, due to higher internet and mobile prices in the US. Despite this, Eggemeier is bullish on the potential of AEO and AI to drive efficiency and cost savings.
How is Zendesk using AI to drive efficiency?
Zendesk, which provides customer service software, has already seen significant traction with its AI-powered offerings. The company will end the year with around $400 million in AI revenue, up from virtually zero two years ago. Most of this revenue comes from AI agents that customers pay for only when they resolve a case.
What is the future of AI in customer service?
Eggemeier expects AI to play an increasingly prominent role in customer service, with personal AI agents talking to company agents making up more than half of interactions within two years. However, he also emphasized the importance of ensuring that humans remain accessible to customers. "People should always be able to reach a human," he said.
As AI continues to evolve, Eggemeier believes it's essential for companies and governments to train people to use these technologies effectively. He pointed to the jobs that changed after the industrial revolution and since the 1980s as examples of how workers can adapt to new technologies.
For young people, including his own children, Eggemeier advises building strong communication, analytical, and relationship skills, as well as learning about AI. By doing so, they can position themselves for success in a rapidly changing job market.
Zendesk's own experience with AI has been positive, with AI now solving or assisting more than 50% of the company's tickets. Eggemeier noted that some of Zendesk's best customers have achieved automation rates of 80% to 90%, with higher satisfaction rates than with human agents.
Cet article a été rédigé avec l'assistance de l'IA.
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