From Copilots to Voice Bots: How Adrian McDermott, CTO of Zendesk, sees the Future of Customer Service

In this special ICT Talk episode, Zendesk CTO Adrian McDermott
takes us behind the buzzwords and into the real potential of AI
in customer service. From automation and copilots to the rebirth
of voice and agentic AI, we explore what’s changing, what’s
already working – and why empathy, data, and well-designed
escalation paths matter more than ever. A must-hear for anyone
shaping the customer experience of tomorrow.


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In dieser besonderen ICT Talk-Episode gibt Zendesk-CTO Adrian
McDermott spannende Einblicke in den echten Einsatz von KI im
Kundenservice jenseits der Buzzwords. Ob Automatisierung,
Co-Piloten, Agentic AI oder das Comeback der Voice-Kanäle: Es
geht um smarte Lösungen, echte Effizienz und den entscheidenden
menschlichen Faktor. Pflichtprogramm für alle, die den
Kundenservice von morgen mitgestalten.