How AI is Revolutionizing Customer Service: Insights from Zendesk's EMEA CTO

At the recent Zendesk Relate 2025 conference, I had the opportunity to speak with Matthias Goehler, the company's EMEA CTO, about the transformative effects of AI on customer service and its implications for both customers and agents.

The Evolution of Customer Service

Goehler highlighted that the core principles of customer service have remained unchanged for decades: customers reach out to address problems with the hope of finding a solution. However, the introduction of AI adds a new dimension to this interaction, enhancing the efficiency and effectiveness of the service provided.

Regional Variations in Expectations

Goehler also pointed out the regional differences in customer service expectations. For instance, in Latin America, WhatsApp is a prominent customer service channel, while other regions still prefer email and traditional calls. This diversity necessitates that companies maintain a broad presence, which can be both costly and complex.

AI's Role in Streamlining Services

A robust platform, enhanced by AI, allows customer service representatives to manage multiple channels from a single ecosystem. This capability is crucial for companies handling multinational inquiries efficiently. Notably, Zendesk has achieved around 80% automation for customer interactions, which streamlines simple, repetitive tasks.

The Future of Jobs in Customer Service

While automation may reduce the number of customer service agents required, Goehler remains optimistic about the evolution of roles in the sector. He believes that automation will lead to the creation of new jobs, akin to historical transitions during the industrial revolution. Instead of disappearing, jobs will transform, with many evolving into supervisory positions.

Goehler concluded that while the nature of jobs may change significantly, humans will continue to control their livelihoods, adapting to the new landscape shaped by AI innovations.