The Ledger
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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: 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: True AI Memory May Require Tech Beyond Current LLMs
“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.”
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.”
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.”
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: Customer Support Will Add Dedicated LLM Channels
“And so I think, yes, we will, you know, if you think about, you know, you have a chat channel and a voice channel, and you have, you know, a messaging channel and an email channel, you're going to have an LLM channel. Where the LLM will kind of be the initiato…”