3307: From Chatbots to AI Agents: Rethinking Customer Experience with Zendesk

Tech Talks Daily

תוכן מסופק על ידי Neil C. Hughes. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי Neil C. Hughes או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.

1M ago 29:35

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Customer service has undergone significant changes in just a few years. We’ve moved from clunky chatbots with limited menus to sophisticated AI agents that understand, respond, and solve problems in real-time. But we’re now standing on the edge of something even bigger.

In today’s episode, I spoke with Matthias Goehler, EMEA CTO at Zendesk, about what the next wave of AI-powered customer experience looks like and how businesses can prepare for it.

According to Matthias, up to 80 percent of customer interactions can now be automated with modern AI tools. This is not the frustrating automation many remember. We’re talking about orchestrated systems where multiple AI agents work together.

One agent might interpret a customer’s request, another retrieves information, while others take care of backend integrations. The goal is not to deflect but to resolve quickly, clearly, and with the consistency that customers expect.

This shift is also reshaping internal support. Zendesk’s Employee Experience Suite brings the same AI capabilities used for customer service into HR and IT workflows. Employees now have access to fast, intelligent support that mirrors the consumer-grade service they’re used to in their personal lives.

Crucially, we explored what this means in a European context. With strict privacy regulations, Zendesk has developed tools that enable businesses to see precisely how AI decisions are made. Matthias explained how AI reasoning controls ensure transparency, maintain trust, and allow for complete visibility into what the AI is doing and why.

We also looked ahead. What happens when AI agents not only support us but begin to represent us? What if a customer reaches out, not through a human, but through their virtual assistant? That future may not be far off.

Is your organization ready for this shift in how service is delivered and experienced?

2130 פרקים

3307: From Chatbots to AI Agents: Rethinking Customer Experience with Zendesk

Tech Talks Daily

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published 1M ago

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MP3•בית הפרקים

In today’s episode, I spoke with Matthias Goehler, EMEA CTO at Zendesk, about what the next wave of AI-powered customer experience looks like and how businesses can prepare for it.

Is your organization ready for this shift in how service is delivered and experienced?

2130 פרקים

All episodes

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לפני 21 hours27:02

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לפני יומיים33:40

33:40

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3341: Lessons from the Coursera 2025 Global Skills Report 26:40

לפני 3 ימים26:40

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Are we preparing people as quickly as we’re preparing machines? That’s the uncomfortable question at the heart of Coursera’s 2025 Global Skills Report, and the starting point for my conversation with Nikolaz Foucaud, Coursera’s Managing Director for EMEA. As the UK jumps more than 20 spots in global skills rankings and countries like Singapore and Denmark widen the gap with lifelong learning cultures, we explore why mindset may be as important as access when it comes to reskilling for an AI-driven economy. Nikolaz explains how the newly introduced AI Maturity Index reflects the growing urgency around workforce readiness and why governments and employers need to stop thinking in degrees and start investing in micro-credentials that reflect what learners and businesses actually need. We also unpack the gender gap in AI learning, the alarming lack of growth in cybersecurity skills, and why economic pressure often drives the highest levels of completion and success. As institutions, employers, and individuals try to catch up with the pace of technological change, what will it take to build a learning culture that keeps momentum? And are we measuring the right things when we talk about readiness? Let me know what you think.…

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3340: How Criteo Is Using AI to Redesign the Future of Retail Experiences 34:38

לפני 4 ימים34:38

34:38

What happens when AI moves from experimental tool to everyday shopping assistant? In this episode of Tech Talks Daily, I’m joined by Liva Ralaivola, Head of the Criteo AI Lab, to unpack how artificial intelligence is reshaping the way we discover, compare, and purchase products online. Speaking to me from the south of France, Liva shares insights from Criteo’s latest consumer research, revealing that 91 percent of shoppers expect AI-personalised recommendations within the next two years. We explore why that shift is happening so quickly, what it means for retailers, and the challenges of balancing innovation with transparency. From price comparisons to budget planning and dynamic creative generation, shoppers are already using AI tools in ways that few could have predicted even a year ago. We also discuss the complexity of integrating AI into retail environments, where business constraints, stock levels, and customer expectations vary dramatically. Liva highlights how Criteo is tailoring deep learning models to improve relevance, optimise campaigns, and support ethical outcomes. He also explains why AI is not yet plug-and-play, and why collaboration between AI specialists and business teams is key to unlocking real value. Looking ahead, Liva shares his thoughts on how data may evolve into a kind of personal currency, with users controlling what they share and how much personalisation they receive. From AI wallets to loyalty programs driven by interaction history, the landscape is changing fast—and businesses need to be ready. So what’s your take? Are consumers ready to control their own data in exchange for more relevant experiences? And how should retailers rethink personalisation in an age of growing privacy expectations? Let me know your thoughts and join the conversation.…

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3339: How Cisco Is Preparing for a World Powered by Agentic AI and Quantum Computing 30:22

לפני 4 ימים30:22

30:22

How do we prepare for a world where AI agents work together, networks think for themselves, and quantum teleportation is no longer just science fiction? I recently caught up once again with Vijoy Pandey, SVP and GM of Outshift by Cisco, live at Cisco Live in San Diego, for a wide-ranging conversation about what comes next at the edge of AI and quantum innovation. We begin with Cisco’s evolving quantum strategy and the recent unveiling of its Quantum Network Entanglement chip, a research prototype capable of generating 200 million entangled photons per second over standard telecom infrastructure. Vijoy explains how this chip, along with new research at Cisco’s lab in Santa Monica, brings us closer to distributed quantum computing by connecting compute nodes and scaling quantum capabilities beyond the lab. Even more interestingly, these quantum foundations are already demonstrating value in classical use cases, such as eavesdropping detection and real-time coordination. Our conversation also explores the momentum behind agentic AI. Rather than single prompts triggering single outputs, the future lies in distributed ecosystems of intelligent agents that work together to solve complex business problems. Vijoy introduces Cisco’s vision for the Internet of Agents, supported by an open-source collective called AGNTCY. It is designed to help diverse agents communicate, collaborate, and operate with trust and transparency across cloud environments and organizational boundaries. Throughout our conversation, Vijoy focuses on the practical impact rather than hype. From network automation and SRE workflows to use cases in cybersecurity and infrastructure management, he highlights how these technologies are being applied in real-world scenarios, not just theorized. His team at Outshift is building the connective tissue that brings these innovations to life inside the enterprise. So what do you think? Are quantum networking and AI agents a part of your roadmap? And what steps can businesses take today to ensure they are building on trustworthy, open, and scalable foundations? Join the conversation and share your perspective.…

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3338: What AI Copilot Teaches Us About Building Human-Centered Tech 29:07

לפני 5 ימים29:07

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1
3337: Aeris and The Future of IoT Security 28:25

לפני 6 ימים28:25

28:25

In this episode of Tech Talks Daily, I speak with Syed Zaeem Hosain, Founder and Chief Evangelist at Aeris. This conversation comes at a critical moment. Deloitte’s 2024 Cyber Threat Trends Report reported a 400 percent surge in IoT malware attacks across industries. Forrester has gone further, warning that a major IoT breach could disrupt a large class of devices by 2025. With the stakes higher than ever, my guest shares his vision for protecting a hyperconnected world. We explore the growing risks in sectors like healthcare, energy and transportation, where compromised devices could have serious real-world impact. He also explains why IoT security can no longer be treated as an afterthought and how Aeris is tackling the problem with AI-powered solutions like IoT Watchtower, designed to detect and respond to threats at scale. He also addresses the shifting regulatory landscape, from the EU's NIS2 Directive to the upcoming Cyber Resilience Act. These frameworks are beginning to push organisations toward stronger protections and greater accountability. But are they moving fast enough? My guest outlines where he believes the future of IoT security is heading and what enterprises need to do now to avoid being caught off guard. From embedded AI to next-generation cellular infrastructure, this is a conversation that connects the dots between innovation, risk and responsibility. So how prepared is your organisation for the coming wave of IoT threats? Are we securing what matters most, or sleepwalking into a preventable crisis? Let me know what you think. Is IoT security finally getting the attention it deserves, or are we still too focused on convenience over caution? Join the conversation and share your thoughts. Check out the Internet of Things for Business book.…

1
3336: Ultra and the Mission to Build the Netflix of Gaming 44:01

לפני 7 ימים44:01

44:01

In this episode of Tech Talks Daily, I'm joined by Gus van Rijckevorsel, the energetic new CEO of Ultra, who's on a mission to redefine how we access, experience, and value games. Speaking from the sunny backdrop of Nice, Gus shares why now is the moment for Europe to stop playing catch-up and start leading the charge in shaping the future of on-chain gaming, digital ownership, and platform sovereignty. Backed by a fresh $12 million in funding, Ultra is not trying to be a better version of Steam. It wants to be something entirely different. Gus pulls no punches on the complacency of today's dominant platforms. He explains why Ultra's "super app" approach, blending social interaction, gameplay, creator tools, and blockchain infrastructure, is uniquely positioned to serve today's evolving gamer. This includes not just players, but watchers, creators, and earners. We explore what makes Europe the perfect launchpad for Ultra's ambitions. From its dynamic tech ecosystem to the growing urgency around digital sovereignty, Gus argues this is no longer just a business case. It is a political and strategic necessity. He outlines how Web3 can quietly enhance gaming without overwhelming users, and why the traditional idea of play-to-earn needs a serious rethink. For Gus, recognition and reputation matter more than speculative tokens. We also discuss what success looks like for Ultra. For Gus, this is not a gradual climb. It will either be massive or it will not exist at all. Along the way, he shares his personal story of being drawn back into the world of company building after vowing never to do it again. And why this particular "unpolished diamond" was impossible to ignore. So is it finally time for a European challenger to rewrite the rules of gaming? Can a platform that puts value creation at its core break through the dominance of established players? Let me know your thoughts. Is Ultra the fresh start gaming needs, or is the market simply too entrenched to shift? Join the conversation and tell us what you think.…

1
3335: How SoundExchange Is Rewiring the Music Industry With Tech, Data, and Advocacy 25:11

לפני 8 ימים25:11

25:11

What if the songs we love and the artists behind them could finally be compensated fairly, across every platform, every play, and every country? In today’s episode, I sit down with Michael Huppe, President and CEO of SoundExchange, to unpack how this music tech nonprofit is challenging the very foundations of how royalties are calculated and distributed. Michael shares how SoundExchange, which has now distributed over $12 billion to artists and rights holders, is not just administering royalties but actively shaping the policies and technologies that govern the future of music. We explore their groundbreaking use of AI for fraud detection and royalty matching, as well as the advocacy behind the American Music Fairness Act, a long-overdue effort to ensure artists are paid for terrestrial radio plays, a right still denied in the US but granted nearly everywhere else. The conversation turns toward the growing tension between innovation and creator protection in the age of generative AI. Michael discusses how SoundExchange is balancing these forces by backing ethical standards like the Human Artistry Campaign and lobbying for policies that prioritize consent, credit, and compensation. He also touches on fascinating use cases for AI in music, such as voice localization, signature sound licensing, and even resurrecting voices of beloved artists like Randy Travis. We also discuss SoundExchange’s vision for the future, one where its expertise in large-scale, data-driven payouts could help solve the thorny question of compensating artists whose works are used to train generative AI models. From indie musicians to global superstars, the impact of this work is vast, nuanced, and increasingly urgent. So, how do we build a future where technology and creativity can coexist and both thrive? And who’s making sure the voices behind our favourite tracks aren’t lost in the noise of innovation? I’d love to hear your thoughts. Are we doing enough to protect artists in the digital era? Let me know…

1
3334: How Phison and StoreOne Are Making AI Training More Accessible 22:15

לפני 9 ימים22:15

22:15

After meeting on the IT Press Tour, I enjoyed a conversation with Michael Wu, President and General Manager of Phison US, about the revolutionary advances in AI-enabled storage technology. We begin by exploring Phison's AdaptivePlus platform and its integration with StoreOne's AI solution, making AI training more accessible and affordable for businesses. We also discuss the technical innovations behind their storage-based AI acceleration, including their new E28 controller and Pascari SSDs. Finally, we discuss the future of AI workloads and how Phison's technology is preparing to handle models with up to 2 trillion parameters. This episode is packed with insights for IT leaders, business executives, and anyone interested in the intersection of storage technology and artificial intelligence.…

1
3333: The Human + AI Equation: How Zendesk is Building the Future of Customer Experience 30:52

לפני 10 ימים30:52

30:52

In a candid conversation with Zendesk CTO Adrian McDermott, it's become clear that enterprise AI has reached a pivotal moment. We're witnessing the end of AI theater and the emergence of practical platforms delivering real business value. "We're moving from chapter one to chapter two of the application of generative AI," McDermott explains. "It's not just party tricks anymore - it's platforms. And we're really building things that have value and meaning." The Rise of Platform Thinking The shift from isolated AI features to comprehensive platforms marks a significant evolution in enterprise technology. Companies are no longer satisfied with flashy demonstrations - they demand measurable outcomes and clear ROI. This transformation is evident in Zendesk's new resolution platform, which integrates multiple AI capabilities into a cohesive system. The New Economics of AI Implementation Zendesk has pioneered outcome-based pricing for AI agents in the customer experience industry - a significant departure from traditional seat-based pricing models. This approach aligns vendor success directly with customer outcomes. "You should really be able to run a model that would prove and predict the ROI upfront," McDermott notes, highlighting the increasing sophistication of AI implementation. Customers now expect vendors to demonstrate clear business value before deployment. Voice: The Critical Escalation Channel Despite predictions of voice's decline, it remains crucial in an AI-first world. McDermott explains: "In a world of automation, the escalation channel is voice, and you need it to be tightly integrated." The future of voice in customer service is being reimagined through: Seamless integration with AI systems Warm handoffs between digital and voice channels Enhanced context preservation across interactions Real-time analytics and support The Resolution Platform Framework Zendesk's resolution platform represents a comprehensive approach to customer service, incorporating: Customer-facing AI agents Agent copilot systems Automated content generation Continuous analysis and quality assurance Unified governance and measurement Looking Ahead: The iPhone Moment? McDermott poses a crucial question: "Are we building Windows Mobile on top of generative AI, or is there innovation and disruption to come?" This reflection suggests we're still in early stages, with significant disruption ahead. Key Takeaways Enterprise AI has matured beyond demonstrations to delivering measurable outcomes Platform approaches are replacing point solutions Voice remains critical in an AI-first service strategy Economic alignment between vendors and customers is essential Continuous innovation and adaptation are necessary The shift from AI theater to practical platforms marks a new era in enterprise technology. Organizations must now focus on building comprehensive, outcome-driven AI strategies rather than chasing individual features or capabilities.…

1
3332: Coinbase - The Rise of Agentic Commerce and What It Means for Developers 29:10

לפני 11 ימים29:10

29:10

As AI continues to dominate headlines and crypto continues to evolve behind the scenes, the real story may lie in their convergence. In this episode of Tech Talks Daily, I sat down with Dan Kim from Coinbase to discuss how these two technologies are shaping the future of digital commerce and development. Dan leads the Coinbase Developer Platform, a project focused on simplifying blockchain development for millions of developers worldwide. He shared how the platform abstracts away complexity through familiar SDKs and APIs, removing the need for deep blockchain expertise. This isn’t just about making it easier to code on-chain. It’s about opening the door for new kinds of applications, many of which are being driven by AI. We dug into the emerging concept of "agentic commerce," where AI agents can autonomously carry out transactions using blockchain infrastructure. These agents are now capable of acting on our behalf, making purchases and managing digital assets within defined parameters. This shift is already changing how developers think about building tools for e-commerce, travel, and digital services. Dan also discussed the evolving role of creators in this new landscape. Blockchain technology combined with AI is creating new ways to monetize content, build applications, and launch experiences without relying on traditional platforms. He even shared a personal example—his own AI-powered music project that turns complex crypto topics into relatable Top 40 tracks. From the reawakening of HTTP’s long-forgotten 402 payment code to the real-world implications of AI agents handling financial transactions, this conversation revealed just how quickly things are moving. For developers and business leaders alike, the fusion of AI and crypto is no longer speculative. It’s here, and it’s changing how we interact, build, and pay.…

1
3331: Beyond the Helpdesk: How Zendesk Is Reshaping CX with AI 22:32

לפני 12 ימים22:32

22:32

What happens when a customer service platform stops thinking like a vendor and starts operating like a partner? In this episode of Tech Talks Daily , I sit down with Andrew Lawson, EVP and GM for Zendesk Europe, to explore how the company is redefining the future of customer experience through AI, innovation, and a customer-first mindset. Zendesk may be a global name, but its European roots and strategic growth across the continent tell a story of evolution. From its founding in Copenhagen to becoming a powerhouse that supports over 100,000 customers globally, Zendesk has remained focused on one thing: being the best in customer service. Andrew and I unpack how this commitment translates into real-world outcomes, from faster resolution times to dynamic partnerships with top UK brands like Tesco, Next, and Liberty London. One of the standout themes of our discussion is the company’s investment in Agentic AI, designed to handle up to 80 percent of customer interactions while leaving high-touch cases to human agents. We also dive into Zendesk’s outcome-based pricing model, a shift that aligns success with resolution rather than licenses or agent seats. Andrew offers insights into why this change reflects a broader market expectation for ROI-driven platforms. We also touch on the company’s five acquisitions over the last 18 months, including Local Measure, and how these moves strengthen Zendesk’s capabilities in the CCAS space and deepen integrations with platforms like AWS Connect. As AI continues to shape customer and employee experiences, the conversation explores not just the technology but also the challenges, especially around execution, platform stability, and cybersecurity. So, what should business leaders be doing right now to balance rapid AI adoption with responsible deployment? How are enterprise expectations evolving in the face of economic pressure and customer demand? And what does it mean to lead in customer service when the rules are changing fast? Tune in to hear Zendesk’s perspective from the frontlines of transformation.…

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3330: PXP - AI, Smart Routing, and the Future of Merchant Payments 26:50

לפני 13 ימים26:50

26:50

In a world where payments have evolved from a back-office utility into a strategic business driver, how do you build a platform that truly puts control back into the hands of merchants? On this episode of Tech Talks Daily, I sat down with Dwaine Thomas, CIO of PXP, to explore how the company is transforming the payment landscape with its next generation platform, PXP Unity. PXP has been a force in fintech for over 30 years, processing over €30 billion in payments annually for some of the world’s most recognised retail, hospitality, entertainment, and online gaming brands. But rather than rely on legacy systems, PXP has gone all in on greenfield development with PXP Unity, a fully API driven orchestration platform that enables merchants to plug into the services they need without the complexity of managing the entire payment stack. Dwaine walked me through how Unity empowers businesses with real-time data aggregation, smart routing, and complete transparency, all delivered through an intuitive interface. He also shared how the platform supports seamless scaling during high-demand periods, like Black Friday, and provides merchants with both control and automation to optimise payment performance across channels. What stood out was the clear shift in mindset. Sixty-four percent of merchants now view payments as a growth enabler, not just a necessity. With Unity, merchants gain the flexibility to adapt strategies on the fly, personalise the payment experience, and align payments with broader business goals. We also explored the growing role of AI in PXP’s roadmap, from driving development efficiencies to enabling future use cases like AI agents within payment flows. As regulation evolves, Dwaine highlighted how initiatives like the FCA’s AI sandbox point to a more proactive and structured approach to innovation in the payments space. So how can enterprises unlock new value from their payments infrastructure? How do you build for performance, resilience, and adaptability in equal measure? And what happens when payments become central to customer experience and brand loyalty? Tune in to hear how PXP is answering those questions with technology that is both powerful and practical.…

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3329: NOVI’s Vision for Real-Time AI at the Edge of Space 21:53

לפני 14 ימים21:53

21:53

What happens when you stop thinking of satellites as data collectors and start thinking of them as data analysts? That is precisely the shift we explore in today's episode of Tech Talks Daily with Michael Bartholomeusz, CEO of NOVI. Traditionally, Earth observation has relied on satellites to capture massive volumes of raw data, which is then transmitted back to Earth for processing. However, this model presents several significant challenges: cost, latency, and complexity. NOVI is flipping this model on its head. Instead of sending terabytes of data back down, their satellites analyze it in orbit and only transmit the results. That means smaller data packets, faster insights, and drastically reduced costs. Michael and I dig into how NOVI's space-based edge computing infrastructure is opening new opportunities in defense, agriculture, mining, and more. With multiple sensors onboard each satellite and a proprietary AI processing platform, NOVI enables organizations to fuse and process Earth observation data in real time. It is a shift from intelligence as a feature to intelligence as the foundation. We also discussed NOVI's evolving roadmap as it transitions from Department of Defense projects to a dual-use model that includes commercial services. Their commercial constellation is set to launch in early 2026 aboard SpaceX Transporter missions, and the company is already onboarding early adopters who are building custom inference models in preparation for this launch. What stands out in this conversation is NOVI's goal of democratizing Earth observation. Their open-access platform enables users to retain full ownership of their data, marking a significant departure from the closed systems that currently dominate the industry. Lower cost, faster processing, and open access could change who benefits from space data and how. So, what does it take to process AI in orbit? How do we reimagine satellites as part of the compute layer, not just the sensor layer? And what happens when access to real-time Earth intelligence becomes available to more than just governments and large enterprises? Listen in to find out.…

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3307: From Chatbots to AI Agents: Rethinking Customer Experience with Zendesk