Zendesk's Adrian McDermott: AI's Customer Service Potential, Adoption Cycle, Scale vs. Orchestration

Adrian McDermott is the Chief Technology Officer of Zendesk. McDermott joins Big Technology to discuss how AI is actually changing customer service and what that means for the people doing the work. Tune in to hear how generative search, copilots, and AI agents are reshaping support workflows, productivity, and job design, and whether the models are good enough today. We also cover model orchestration, messy back-office integrations, the future of voice-based support, AI memory and continual learning. Hit play for a clear discussion of how AI is being applied concretely in customer service today. This video is sponsored by Zendesk. To learn more about our sponsored videos, please write bigtechnologypodcast@gmail.com