The future of customer service isn’t about replacing humans—it’s about empowering them. That was the key message from Matthias Goehler, CTO of Zendesk EMEA, at the recent Zendesk Relate 2025 conference. And it’s one that’s resonating across the industry.
Same Principles, Smarter Processes
Goehler made a compelling case: while the core of customer service—listening, solving, empathizing—remains constant, the execution has changed dramatically. And at the heart of that evolution? Artificial intelligence.
Zendesk now automates 80% of customer interactions, freeing human agents from repetitive, low-value tasks. That shift allows teams to focus on nuanced, high-impact conversations—the ones that build loyalty and long-term value.
"AI isn’t taking over customer service,” Goehler said. “It’s helping us do it better."
A Unified, AI-Driven Service Ecosystem
Zendesk’s vision goes beyond chatbots and auto-replies. It’s building a unified ecosystem where AI acts as a seamless assistant across every channel—email, chat, voice, social, and more. This integration means customers get faster responses, and agents are armed with real-time insights, sentiment analysis, and predictive tools to resolve issues before they escalate.
The result is faster resolution, more consistent experiences, and higher customer satisfaction.
Why It Matters for CX Leaders
In a landscape where customer expectations are rising and resources are often stretched thin, Zendesk’s model offers a blueprint for scaling empathy with efficiency. It’s a reminder that the best customer service isn’t just reactive—it’s intelligent, intentional, and increasingly AI-powered.
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