Zendesk CTO on AI Agents Revolutionizing Customer Service
Matthias Goehler, EMEA CTO at Zendesk, discusses how AI-powered customer service is evolving, with up to 80% of interactions now automatable. The future includes AI agents working together seamlessly, transparency in decision-making, and a shift toward virtual assistants representing customers.
Customer service has transformed dramatically in recent years, evolving from rudimentary chatbots to sophisticated AI agents capable of real-time problem-solving. Matthias Goehler, EMEA CTO at Zendesk, shared insights on the next wave of AI-driven customer experience in a recent discussion.
The Rise of Orchestrated AI Systems
- 80% of customer interactions can now be automated using modern AI tools, a far cry from the frustrating automation of the past.
- AI agents now work in tandem—one interprets requests, another retrieves data, while others handle backend integrations.
- The goal is fast, clear resolutions with the consistency customers expect, not just deflection.
Internal Support Gets an AI Upgrade
Zendesk’s Employee Experience Suite extends these AI capabilities to HR and IT workflows, offering employees the same seamless support they enjoy as consumers.
Transparency in AI Decision-Making
With strict European privacy regulations, Zendesk has developed tools to ensure:
- Full visibility into AI decision-making processes.
- AI reasoning controls to maintain trust and transparency.
The Future: AI Agents Representing Customers
Goehler envisions a near future where:
- AI agents don’t just support but represent users.
- Customers might interact with businesses through their own virtual assistants.
Is Your Organization Ready?
The shift to AI-powered service delivery is accelerating. Businesses must adapt to stay competitive in this new landscape.
Tags: #AI #CustomerExperience #Zendesk
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David Chen
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Senior analyst focusing on AI startup ecosystem with 11 years of venture capital and startup analysis experience. Former member of Sequoia Capital AI investment team, now independent analyst writing AI startup and investment analysis articles for Forbes, Harvard Business Review and other publications.