Generative AI, AI agents, and other intelligent technologies play crucial roles in customer service. Modern support agents must understand how to work with evolving tech tools like AI to be successful and provide more comprehensive support.

90 percent of early AI adopters believe that 80 percent of CX issues will be resolved without a human in the next few years. Do you agree?

Fear of change might make some wary of new tech. Yet CX leaders aren’t slowing down. In the Zendesk Customer Experience Trends Report 2025, we found that 86 percent of CX leaders believe CX will be utterly transformed in the next three years thanks to AI. And 90 percent of early AI adopters and Trendsetters believe that 80 percent of customer service issues will be resolved without a human in the next few years. Tech proficiency is key to keeping up in this rapidly changing job landscape.

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