AI Agents, Smart Automation Boost Customer Experience

Q: What sets Zendesk apart from other companies offering AI-driven customer service?

A: Zendesk is a customer experience software company designed to improve relationships between businesses, their customers, and their customers’ customers. We handle around 13 million support tickets per day, totaling over 400 million tickets per month. At the core of our value proposition is the Resolution Platform, which redefines the customer experience through advanced tools that integrate intelligent agents, a comprehensive knowledge graph, action capabilities, integrations, governance and control features, and measurement and analytics, while preserving a strong human component. 

Q: What reasons led Zendesk to become an AI agency, and how has this transition worked for its customers and their end users?

A: We are right at the heart of the AI transformation in customer service. Our model is built around a network of intelligent service agents that not only respond, but reason, learn, and act to achieve real resolutions. Crucially, all of this happens in a controlled environment. The business determines which knowledge base the AI draws from, meaning the AI actively resolves issues by automating workflows. This is essential to the ongoing wave of digital transformation we are seeing worldwide.

From a strategic standpoint, some businesses choose to begin with full automation, replacing people altogether, while others prefer a collaborative approach where AI works alongside people, which we refer to as copilot mode. Zendesk supports both models, allowing organizations to implement whichever strategy best aligns with their business goals. We also offer tools to evaluate the quality of customer service efforts, both human and AI-driven, across three main areas: automation, optimization, and continuous improvement.

Q: Based on Zendesk’s experience across the region, how do businesses in Mexico adapt to AI agents and automation compared to other Latin American markets like Chile or Brazil?

A: Interestingly, this transformation is unfolding similarly across the region. The market is highly stimulated; there is a lot of hype around AI, and many expect it to be a “magic button” that solves every business issue. But this is truly a journey of transformation.

Business leaders are motivated and committed to understanding what AI solutions exist today, what is feasible, and what best suits their specific needs. These are longer, more strategic evaluation cycles because integrating AI can fundamentally change how businesses operate and engage with customers.

Q: From the customer’s perspective, how does AI contribute to customer loyalty and improved conversion rates?

A: AI plays a big role in building loyalty. It is available 24/7, meaning customers can get responses anytime, across channels (chat, WhatsApp, email, and others), and typically receive instant, contextual replies. With Generative AI, responses are more fluid and contextualized. Unlike older systems that relied on rigid decision trees, Generative AI can understand intent regardless of the exact words used, resulting in smoother, more natural interactions.

Q: How easy is it for companies to monitor and gain full visibility across the multiple customer service channels?

A: This is one of the biggest improvements AI brings. In the past, monitoring was done manually, as companies would sample a small percentage of tickets or sessions to assess compliance and performance. Now, AI can analyze 100% of interactions based on pre-defined expectations and KPIs. This allows organizations to see what aligns with their strategy, what does not, and where to improve.

Q: What recurring themes or parameters do customers consistently want in their AI customer service solutions?

A: One of the most common requests is customizability, because companies want to define the tone and personality of their AI. Moreover, when AI is used as a copilot, it adapts to the customer’s tone in real time. For example, based on the customer’s mood or language, the AI can suggest how an agent should respond. This helps tailor interactions from the very first message.

Q: Which communication channels are most commonly used in Latin America?

A: It depends on the business model. In B2B, email remains a core channel alongside chat and other standard options. In B2C, especially in Latin America, messaging apps dominate, particularly WhatsApp, which has an enormous penetration rate. Features like WhatsApp Pay are turning the app from a customer service channel into a transactional platform.

That said, many companies are also investing heavily in their own platforms, wanting to deliver rich experiences within their apps or websites. In those cases, AI-powered chat becomes extremely powerful — especially for improving first-response times and engagement.

Q: What are Zendesk’s priorities for the next 12–24 months in terms of product development and innovation?

A: We are continuously improving our Resolution Platform. Zendesk invests hundreds of millions of dollars annually in R&D to enhance product capabilities. Our primary focus now is on education for adoption. While the potential applications of AI are endless, the key is helping the market take that first step in learning how to make the most of a resolution-based platform that drives value not just for businesses, but for customer experiences as well.

Zendesk, a leader in AI-powered services, offers the Zendesk Resolution Platform, which is designed to redefine customer experience with advanced tools that integrate AI and human expertise.