McDermott: Coding models will drive support automation more than computer-use agents
Adrian McDermott · Zendesk's Adrian McDermott: AI's Customer Service Potential, Adoption Cycle, Scale vs. Orchestration · Dec 5, 2025 · at 23:19
Zendesk CTO Adrian McDermott discusses which technical breakthroughs will resolve backend integration bottlenecks in customer service automation.
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“I actually think what's really going to make a difference more likely than computer use models, computer using models is just the improvements in coding models. And that's a little bit basing the future on the immediate past. Coding models have gotten gotten so good recently, and they can make developers so productive that I think that that is going to unlock For a lot of internal builders and a lot of company builders, it's just going to unlock this potential to create so many connections.”
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