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From Chatbot to AI agents and now agentic AI, customer interaction is going through its biggest change it has ever seen. But, unlike most technology shifts, this is not just about the technology. Customer engagement from call centres to help desks and beyond is a people-first approach. When you introduce technology, it must retain that feeling and not leave customers feeling isolated from the business.At Zendesk Relate 2026, Enterprise Times caught up with Matthias Goehler, CTO EMEA at Zendesk. We asked him how organisations are facing the transition to agentic AI. Unlike earlier generations that were just souped-up IVRs, agentic AI allows for a much more complex interaction across the customer journey.
Goehler said that customers are already seeing significant results. Automation rates jumping from 20% to 80% has freed human agents for high-value work. He commented, “It’s not about the AI. It’s about understanding your process first.” Without clarity on how your business actually works, even the smartest agent will stumble.
That process piece might be the biggest issue for organisations to deal with. Without clearly defined processes and workflows, agentic AI won’t deliver what is expected. Customers need to look at how they work and how they expect the AI to deliver for them.
While others see AI as reducing headcount, Goehler has a different view. AI will need the human-in-the-loop to deal with things the AI can’t. They will establish and review quality standards and take over calls when needed.
To hear what else Goehler had to say, listen to the podcast.
Where can I get it?
You can listen to the podcast by clicking on the player below. Alternatively, click on any of the podcast services below and go to the Enterprise Times podcast page.
The post Zendesk AI Agents Hit 80% Automation Rate appeared first on Enterprise Times.
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