Zendesk CEO's AI Experiment

Tom Eggemeier, CEO of Zendesk, used an AI agent to renegotiate his cable, streaming, internet and mobile plans.

“What’s changing is the amount of interactions is just going to explode”

37 Interactions in Four Days

The AI agent contacted providers 37 times over four days, saving Eggemeier $3,150.

AI Handles More Work

Automated service can operate around the clock and across languages businesses previously supported only during limited hours.

Businesses Must Decide

Companies need to determine which issues remain self-service, which AI handles and where human judgment is required.

Customer Preferences Shift

Some customers want more empathy and quicker decisions, while others prefer human help when stuck in a loop with AI.

Success Metrics Vary

Measuring success depends on the interaction: resolution rates, customer satisfaction or financial outcomes.

Front Door Moves

Customers may increasingly seek help through personal AI agents or interfaces like ChatGPT instead of company websites.

Data Privacy Challenge

Businesses face new challenges preserving customer information when AI systems sit between them and customers.

Open Ecosystems Fail

Eggemeier says closed ecosystems won't work well as AI becomes more integrated into customer service.

AI Impact Webinars

Newsweek hosts webinars on AI transformation in legacy industries with executives from Yahoo, EY, Microsoft and Qualcomm.

AI in Healthcare

WestCX uses AI to carry patient context from messages to calls, reducing call volume by 40 percent.

AI in Supply Chains

AI systems help manage complex supply chains with specialized models and data-driven decisions.

AI Policy Impact

AI policy became a campaign issue in the 2026 midterms, with debates on regulation, data centers and national security.

AI in Manufacturing

AI systems in warehouses and factories make digital decisions with immediate physical consequences.

AI Adoption Challenges

Organizations underestimate the organizational change management needed for AI, requiring continuous training and workflow updates.

What Happens Next

AI agents will reshape customer service by handling more interactions while businesses adapt to new data challenges.