AI will transform CX as we know it—and we’re already well underway

Change comes slowly and then all at once.

This phrase, often attributed to Ernest Hemingway, perfectly captures the moment we’re in with artificial intelligence today. Over the past few years, we’ve witnessed the steady integration of AI into our daily lives, from generative AI-powered search engines to personal assistants that can book tables and handle tasks with ease. And now, we’re approaching a tipping point in AI—one that’s set to redefine customer service as we know it.

It’s been almost three years since generative AI took the world by storm with the launch of ChatGPT. And since then generative AI has defied the usual trajectory of new technologies. Rather than cycling through hype, disillusionment, and decline, it’s only gained momentum. Each breakthrough builds on the last, and adoption continues to accelerate. It’s already the fastest-growing consumer technology in history—and it’s still early days.

The next phase of AI-powered service

By 2030, the cumulative impact of this progress in AI will completely revolutionize customer service. Not just in how customers get support, but in how teams are built, trained, and empowered to deliver it. We see this transformation unfolding in three key ways:

• Widespread automation: AI will become the default front line for every channel—automating up to 80% of all customer inquiries and creating faster, easier, and more satisfying experiences at scale.
• Proactive assistance: With AI copilots in their corner, agents will handle more complex issues with greater ease to deliver high-quality, consistent support when it matters most.
• Continuous improvement: AI will monitor CX operations in real-time—analyzing data, surfacing insights, and identifying new opportunities to elevate the customer experience.

Revolution is already taking place

As we press forward, the reality is that transformation is already well underway. Automation can resolve a large bulk of requests with immediate, high-quality support that isn’t limited to resource constraints, the work day, or even language barriers. In fact, 80% of CX leaders using AI are already seeing a positive impact in how quickly they’re able to respond to customers.

AI-powered assistance is helping nine out of 10 agents save time (on average, about 7 hours a week) and stay professional by providing all the information needed to deliver a high-quality, accurate, and timely response. That means less time hunting around for an order status or previous chat history in multiple systems.

And finally, AI is already making a meaningful improvement in the quality and efficiency of CX teams. 91% of CX Leaders with Zendesk AI say that AI has improved the quality of their CX teams, and 87% have seen a positive impact from AI on average handle time. What used to be an incredibly time-consuming and manual process is now fully automated, with AI regularly checking in to identify bottlenecks, gaps, and opportunities to improve. It has been so effective that CX administrators are saving nearly nine hours each week by using it.

Forward-thinking companies are already seeing the benefits from integrating AI across the customer experience:

• Superbet, a leading European sports gaming company is using AI to solve nearly 40% of all customer queries, without a human ever having to get involved – and they accomplished this on day one of using Zendesk AI.
• With help from their AI copilot, agents at UK retailer NEXT are solving 92% of all incoming customer queries in one go, meaning customers don’t have to reach out again for help.
• Conservice, a utility management provider, saw customer service quality jump seven percentage points in just a few months by using AI to automatically identify, monitor, and solve areas of customer friction.

Looking ahead

We don’t yet know the full extent of AI’s impact, but one thing is certain: it will reshape every part of customer service. By 2030, AI will be involved in every interaction, resolving 80% of requests entirely on its own, while human agents will use it to handle the rest with greater speed and accuracy.

The companies pulling ahead are already leading in: reimagining their service models, empowering their teams with the right tools, and committing to continuous improvement.

You see—change may eventually feel like it came all at once, but it’s the progress bit by bit that’s compounding now which will get us there.