The Ledger
Every statement that passed quotation and attribution checks. Mix any filter with any other: certainty 1/5, debate potential 5/5, or both at once.
why aren't all 20 resolved? a statement only gets an assessment when the public record can support or contradict it. opinions and what-ifs never can, and 3 checkable ones are still open, waiting for their date. predictions held up or didn't; assertions are supported or contradicted. on every card: ▮▮▮▮▮ certainty · ▮▮▮▮▮ debate potential. speakers are clickable
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…”
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.”
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 …”
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.”
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.”
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…”
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.”
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…”
Zendesk: 47% of Customer Service Inquiries Stem From Business Failures
“We kind of looked at, we took a sample of. Fifteen million or more customer service conversations across send us customers. And we actually use chat GPT to classify the contact reasons or the intents and just kind of group them into cohorts. And you get someth…”
McDermott: Generative Search Handles 30% to 40% of Support Inquiries
“They're deploying generative search and they're seeing, You know, upwards of 30, 40% of inquiries being handled by generative search.”
McDermott: 54% of Zendesk support-contacting users drove 95% of 2024 revenue
“If we look at our own company data, 54% of our customers contacted us for support in 2024, but they represented 95% of revenue.”
Zendesk uses Claude to evaluate support conversations for resolution-based pricing
“We have an agent that listens to every conversation that is automated and said, you know, cause we run a resolution platform and we charge for actual resolutions, not just conversations. And so we need to know that the customer's problem was resolved. And so w…”
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.”
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…”
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…”
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.”
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…”
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.”
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…”
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 …”