Assertion Not checkable as stated
Eggemeier: Zendesk AI agents make fewer errors than human support workers
“What we find right now is on our next generation agentic AI bot we have a lower error rate than a human being from a, you know, contact center, support center, answering like for like inquiries.”
Prediction Open · timeframe Mar 2030
Eggemeier: 80% of customer interactions will be automated within 3-5 years
“We think about 80% will be automated within the next three to five years, leaving 20% of those interactions still to go to a human being.”
Prediction Open · timeframe Mar 2030
Eggemeier: Human support headcount will remain flat despite 80% AI automation
“And so what we think is going to happen to our interactions are going to go massively up. We're going to help companies automate 80% of them, and you're going to have about the same amount of human beings that you had before in the human agent role because of …”
Opinion
Eggemeier: Klarna erred by attempting to automate 100% of customer support
“Klarna got a lot of things right, but we think what they got wrong is you know, they, for a little bit, they thought they could automate everything, and where, you know, maybe forgetting a little bit that the customer's always human.”
Assertion Not checkable as stated
Eggemeier: AI agents resolve 60-80% of B2C customer service requests
“For customer service in particular, we are seeing AI agents really transform our, particularly our business to consumer customers. We're seeing some people get 60, 70, 80%, what we call automated resolution. So, a consumer comes into their business, they can a…”
Prediction Didn’t hold up
Eggemeier: Bot-to-bot customer support interactions will arrive within 12 months
“Alexa talking to an AI agent that's, you know, powered by Zendesk, I really think that's gonna come over the next six or 12 months, and we're gonna have some really, really cool use cases where, The consumer is there using their own bot to interact with a comp…”
Prediction Open · timeframe Mar 2030
Eggemeier: Customer service interactions will surge 3x to 5x within five years
“So we have a point of view that interactions are gonna go up between three and five X. The next three to five years.”
Prediction Not checkable as stated
Eggemeier: Personal bots contacting companies do not work yet, but will
“I think there's a little bit of a hype right now about you having your own personal bot contacting the company. I don't think that's working really, really well yet, but it's going to come.”
Assertion Supported
Eggemeier: Zendesk deploys AI agents in days versus 6-12 months historically
“In the past, you would do a lot of customization and There are six, nine, 12 month product projects because you'd have to take all this data in. You'd have to go put all these decision trees, these rules. You'd have the bot on top of this. You know, we can get…”
Insight
Eggemeier: Satisfaction decline is the biggest fear in enterprise AI adoption
“One of the biggest worries we see with our customers is I believe you can go automate X percentage of my interactions. I'm worried that customer satisfaction is going to go down and companies love the loyalty loop. They love making sure that they have happy An…”
Prediction Held up
Eggemeier: Zendesk will have over 20,000 AI customers by year-end
“We think we're gonna have over 20,000 AI customers by the end of the year.”
Assertion Not checkable as stated
Eggemeier: 20% to 30% of Zendesk quarterly bookings are AI-related
“In our last quarter we saw I'll just give you a range, between 20 and 30% of our bookings being AI related and, you know, versus zero two years ago.”
Assertion Not checkable as stated
Eggemeier: Customer service bots were 90-95% rules-based four years ago
“In the past three or four years ago, you would have an AI bot, but behind the covers, it was like 95% rules-based. If X do Y, decision trees, things like that. And so people would, you know, triumph it. Hey, we got a really great AI agent. It really, or AI bot…”
Assertion Not checkable as stated
Eggemeier: Zendesk trains models on database of 18B customer interactions
“We actually have eighteen billion interactions that are that are anonymized in a database with people rating customer interactions, a positive or negative, real simple, thumbs up, thumbs down. And we do a lot of post training on our models, the basic models af…”
Assertion Not checkable as stated
Eggemeier: Zendesk processes nearly 5B annual interactions with 10K+ AI customers
“We do about, we process about five billion dollars, five billion tickets, or five billion interactions a year almost, and so a company will have a subset of that. We look at the data, and we say, based upon what we know, we have over 10,000 AI customers right …”
Assertion Supported
Eggemeier: Customer service jobs see 50% to 100% annual turnover
“Most of those jobs have 50 to 100% turnover a year. In a lot of companies.”
