On The Bike Shed, hosts Joël Quenneville and Stephanie Minn discuss development experiences and challenges at thoughtbot with Ruby, Rails, JavaScript, and whatever else is drawing their attention, admiration, or ire this week.
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Content provided by Neil C. Hughes. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Neil C. Hughes or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
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3307: From Chatbots to AI Agents: Rethinking Customer Experience with Zendesk
Manage episode 487857886 series 2391590
Content provided by Neil C. Hughes. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Neil C. Hughes or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
Customer service has undergone significant changes in just a few years. We’ve moved from clunky chatbots with limited menus to sophisticated AI agents that understand, respond, and solve problems in real-time. But we’re now standing on the edge of something even bigger.
In today’s episode, I spoke with Matthias Goehler, EMEA CTO at Zendesk, about what the next wave of AI-powered customer experience looks like and how businesses can prepare for it.
According to Matthias, up to 80 percent of customer interactions can now be automated with modern AI tools. This is not the frustrating automation many remember. We’re talking about orchestrated systems where multiple AI agents work together.
One agent might interpret a customer’s request, another retrieves information, while others take care of backend integrations. The goal is not to deflect but to resolve quickly, clearly, and with the consistency that customers expect.
This shift is also reshaping internal support. Zendesk’s Employee Experience Suite brings the same AI capabilities used for customer service into HR and IT workflows. Employees now have access to fast, intelligent support that mirrors the consumer-grade service they’re used to in their personal lives.
Crucially, we explored what this means in a European context. With strict privacy regulations, Zendesk has developed tools that enable businesses to see precisely how AI decisions are made. Matthias explained how AI reasoning controls ensure transparency, maintain trust, and allow for complete visibility into what the AI is doing and why.
We also looked ahead. What happens when AI agents not only support us but begin to represent us? What if a customer reaches out, not through a human, but through their virtual assistant? That future may not be far off.
Is your organization ready for this shift in how service is delivered and experienced?
2114 episodes
Share
Manage episode 487857886 series 2391590
Content provided by Neil C. Hughes. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Neil C. Hughes or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
Customer service has undergone significant changes in just a few years. We’ve moved from clunky chatbots with limited menus to sophisticated AI agents that understand, respond, and solve problems in real-time. But we’re now standing on the edge of something even bigger.
In today’s episode, I spoke with Matthias Goehler, EMEA CTO at Zendesk, about what the next wave of AI-powered customer experience looks like and how businesses can prepare for it.
According to Matthias, up to 80 percent of customer interactions can now be automated with modern AI tools. This is not the frustrating automation many remember. We’re talking about orchestrated systems where multiple AI agents work together.
One agent might interpret a customer’s request, another retrieves information, while others take care of backend integrations. The goal is not to deflect but to resolve quickly, clearly, and with the consistency that customers expect.
This shift is also reshaping internal support. Zendesk’s Employee Experience Suite brings the same AI capabilities used for customer service into HR and IT workflows. Employees now have access to fast, intelligent support that mirrors the consumer-grade service they’re used to in their personal lives.
Crucially, we explored what this means in a European context. With strict privacy regulations, Zendesk has developed tools that enable businesses to see precisely how AI decisions are made. Matthias explained how AI reasoning controls ensure transparency, maintain trust, and allow for complete visibility into what the AI is doing and why.
We also looked ahead. What happens when AI agents not only support us but begin to represent us? What if a customer reaches out, not through a human, but through their virtual assistant? That future may not be far off.
Is your organization ready for this shift in how service is delivered and experienced?
2114 episodes
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Similar to Tech Talks Daily
On The Bike Shed, hosts Joël Quenneville and Stephanie Minn discuss development experiences and challenges at thoughtbot with Ruby, Rails, JavaScript, and whatever else is drawing their attention, admiration, or ire this week.
…
continue reading
Welcome to the Security Weekly Podcast Network, your all-in-one source for the latest in cybersecurity! This feed features a diverse lineup of shows, including Application Security Weekly, Business Security Weekly, Paul's Security Weekly, Enterprise Security Weekly, and Security Weekly News. Whether you're a cybersecurity professional, business leader, or tech enthusiast, we cover all angles of the cybersecurity landscape. Tune in for in-depth panel discussions, expert guest interviews, and ...
…
continue reading
The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
…
continue reading
Africa-focused technology, digital and innovation ecosystem insight and commentary.
…
continue reading
Show notes are at https://stevelitchfield.com/sshow/chat.html
…
continue reading
1
Defensive Security Podcast - Malware, Hacking, Cyber Security & Infosec
Jerry Bell and Andrew Kalat
5k200
Defensive Security is a weekly information security podcast which reviews recent high profile cyber security breaches, data breaches, malware infections and intrusions to identify lessons that we can learn and apply to the organizations we protect.
…
continue reading
Tech Life discovers and explains the ways technology is changing our lives, wherever we are in the world. We meet the people with bright ideas for rethinking the way we work, learn and play, and get hands-on with the products they dream up. We hold tech giants to account for their huge power to affect our lives, and ask who wins, and who loses, in the technology transformation. Tech Life is your guide to a future being made, and remade, at lightning speed in front of our eyes.
…
continue reading
Catalyst, a Launch by NTT DATA podcast, puts humans at the front and center of digital transformation. Each week, we feature thought leaders who share their insights on reinventing digital experiences, enhancing customer journeys, and driving innovation in the enterprise. From platform transformation to the latest advancements in AI, our guests delve into the challenges and triumphs of digital transformation, emphasizing the critical role of human ingenuity and leadership. Learn more about L ...
…
continue reading
Every Friday and Sunday, Slate’s popular daily news podcast What Next brings you TBD, a clear-eyed look into the future. From fake news to fake meat, algorithms to augmented reality, Lizzie O’Leary is your guide to the tech industry and the world it’s creating for us to live in.
…
continue reading
Material is a weekly discussion about the Google and Android universe. Your intrepid hosts try to answer the question, “What holds up the digital world?” The answer, so far, is that it’s Google all the way down. Hosted by Andy Ihnatko and Florence Ion.
…
continue reading
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