Zendesk’s CEO Says AI Is Already More Reliable Than Humans

Last Updated:Tuesday, May 27, 2025

This week on Funnel Frontier: Zendesk’s CEO claims AI already beats humans in accuracy. And, he has the pricing model that proves it.

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This week:

  • Zendesk’s CEO says AI is already more reliable than humans

  • Talkdesk just gave SMBs AI they can actually afford

 

Stat of the Week

Only about 25% of small businesses have adopted AI in their operations. (Forbes)

 

Zendesk’s CEO says AI is already more reliable than humans

For every headline about an AI agent making up a fake refund policy, Zendesk CEO Tom Eggemeier has a rebuttal: humans still mess up more.

Appearing on CNBC, Eggemeier didn’t mince words:

“We find out that humans are making more mistakes than AI is making hallucinations.”

Not only that, he dropped a prediction that could make even the most old-school support manager flinch:

In five years, 80% of all customer interactions will be handled by AI.

And unlike most vendors making splashy AI claims, Zendesk is already laying the groundwork—reworking workflows, redefining pricing, and rethinking where humans should still lead.

Let’s break it down.

AI vs. Human Support: Who’s Actually More Reliable?

Zendesk’s testing shows AI agents hallucinate less than humans make mistakes. But Eggemeier doesn’t claim that AI should run wild.

Instead, he says teams need to triage smarter. Eggmeire believes that bots should be used for:

 

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