AI is revolutionizing customer service, with advanced AI agents evolving from simple bots into proactive, sophisticated problem-solvers that complement human expertise. This transformation has sparked an important conversation about the dynamics of human and AI agents in the future of customer experience (CX).
To gain insight into the influence of AI agents on businesses, their employees, and their customers, we sought perspectives from Zendesk Head of AI, Cristina Fonseca, and customers in the Zendesk Luminaries program.
CX leaders think AI-first
The Zendesk CX Trends Report shows leaders are united in their view that AI is the key technology driving the future of CX. They understand the need to quickly improve their strategies to keep up with the ongoing advancements and evolving customer expectations. Additionally, CX leaders are aware that this shift towards AI is not optional, but a revolution that is already underway. Those who adopt AI earlier will be better equipped to capitalize on its benefits.
“As AI continues to evolve, we anticipate a significant shift towards fully automated resolutions within the customer experience sphere. It’s a future where AI doesn’t just assist, but leads the charge in providing exceptional experiences. The latest breakthroughs in AI and large language models (LLMs) are paving the way for a fluid integration of bots and human agents. AI will influence at least ten times more interactions than in 2023, propelling the industry towards a future dominated by fully digital agents.” – Cristina Fonseca, Head of AI, Zendesk
“Much like having a website became a credibility building engine for businesses in the early 2000s, offering personalized, intelligent, empathetic conversational experiences are going to become the new gold standard of customer experience. Companies that aren’t offering that type of engagement risk being left behind.” – Brandon, Software Industry
AI agents enhance customer and employee service
AI agents are changing and improving the way customers and employees interact with brands. They provide around-the-clock help, with reliable and correct answers, making work easier and more efficient. AI agents use smart automation and can understand emotions, which helps simplify tasks. They leverage the reasoning abilities of the latest AI models to be able to learn, understand, be coached like a human agent and make decisions for cases that are repetitive. Now, even more complex interactions can be automated leaving human agents to concentrate on important conversations, solving problems, and meeting business goals.
“AI Tool (Advanced bots) gives 24/7 customer support, it improves productivity with tools and automations, handles the requests, handles repetitive tasks, reduces team’s workload, analyzes customer interaction and understands customer’s sentiment, makes agents’ jobs easier and boosts the efficiency. When we use AI it reduces human error and gives absolute results, helpful for proactive engagement.” – Ifra, Software Industry
“Quality is improved with consistent, accurate responses eliminating wrong information being provided. AI speeds up ticket processing by offering summaries of the interactions and improves quality control efforts with call transcripts allowing for after review.” – Steve, Relocation Industry
“For customers that are embracing AI, we’re seeing notable enhancements in efficiency, and it’s not coming at the expense of customer satisfaction. Oftentimes, having an AI agent ready to engage customers 24×7 with relevant, brand-friendly responses can be a literal game-changer for teams where bandwidth is already being stretched.” – Brandon, Software Industry
Human agents’ role is changing
With AI agents now crucial to the future of customer service, the role of human agents is set to undergo a significant transformation. This evolution will empower human agents to focus on nurturing relationships, solving difficult problems, supervising AI and and playing a more critical role in Quality Assurance (QA). This isn’t merely a change — it’s a progressive leap into an era defined by adaptability, personal growth, and life-long learning.
“AI agents are not just altering the customer service landscape; they’re elevating the human role within it. What we’re seeing is customer service professionals transitioning from routine task handlers to expert problem solvers and relationship builders. With AI handling the basics, teams can now focus on complex issues, deliver personalized service, and drive customer loyalty. This shift empowers agents to contribute more strategically to the business, ensuring that every customer interaction is an opportunity to reinforce our commitment to exceptional service.” – Cristina Fonseca, Head of AI, Zendesk
“Ask any support agent, and they will tell you that one of the worst parts of their job is answering the same mundane FAQs repeatedly. While macros, self-service deflection bots and other tools have become commonplace, AI affords companies with an opportunity to clear away the clutter so that their agents can focus on higher touch, and higher value, conversations with customers.” – Brandon, Software Industry
“I think AI will complement and facilitate the work of agents by providing additional ammunition to their searches. Alternatively, it can help deflect ticket creation. However, depending on the complexity of a product we still will need humans to troubleshoot issues whether with customers or in their environment.” – Guilherme, Software Industry
AI across the customer journey
As AI evolves, companies must continually assess and upgrade their CX operations to meet the demands of consumers. By embracing the potential of AI, CX professionals can quickly improve internal operations with shorter response times that are consistent and accurate, drive better customer experiences, and, ultimately, improve business outcomes.
For more on Zendesk’s next generation of AI agents click here.