The Tech Blog Writer Podcast - Inspired Tech Startup Stories & Interviews With Tech Leaders, Entrepreneurs And Innovators

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