McDermott: True AI Memory May Require Tech Beyond Current LLMs
Adrian McDermott · Zendesk's Adrian McDermott: AI's Customer Service Potential, Adoption Cycle, Scale vs. Orchestration · Dec 5, 2025 · at 35:15
Zendesk CTO Adrian McDermott evaluates whether current LLM architectures are sufficient to solve persistent memory required for AGI.
0:00 / 0:10exact quote · 10.4s
▶ Watch the full episode on YouTube → 720p mp4 · rendered on demand · StarZero watermark
“We might not get there with the exact technology that we're using for large language models at the moment, but it feels like some way that we want to get to with sort of frontier level at AI.”
quote is from the automated transcript, cleaned for reading: filler sounds and stutters are removed, nothing is rephrased. names can be misheard (the analysis reads context, assessments check outside sources). how →
More from Adrian McDermott
McDermott: AI can automate 80-100% of text support, but voice is unready
“If it's an easy landscape and we can cover the API estate with what we have, you could really get to 80 or a hundred percent depending on where you want to go. So as of today, it's all there. I think voice isn't quite there, and that's it.”
McDermott: Production-ready mass-market voice AI is roughly a year away
“Well, I think it's almost, it's basically ready now, so we're only kind of a yearish away, but I think to get it mass market, mass scale, and always get the latency and reliability that we want, probably still, probably, you know, that's coming online in the n…”
McDermott: Automating Support Drives Increased Human Escalations
“One of the things that we say is automation drives escalation. You know, as I automate something, more and more people, the Alex's of the world are pressing zero and asking to talk to the operator. And that isn't coming away.”
McDermott: Lack of backend APIs is the primary blocker for AI agents taking action
“I think if you don't have an API on that system, we can't swivel chair yet. With an AI agent effectively or, you know, reliably. And, you know, we can vibe code and build the integration for them, but the API has to be there. And so mostly the blocker, like wh…”
McDermott: Coding models will drive support automation more than computer-use agents
“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 s…”
McDermott: Autonomous continual learning creates an unverifiable black box for enterprise support
“When we're changing the machine and we're writing new articles and we're building new macros, it's sort of easy for the humans who own that machine to understand what's going on. Like the head of support technology can be like, yep, yep, that is the correct wo…”