AI s the era of the rigid, rule-based chatbots finally over? For years, customers have tolerated bots that responded with“ I’ m sorry, I don’ t understand that.” But those days could be behind us sooner than some may realise. The widespread arrival of Gen AI means chatbots are transforming from simple FAQ-finders into sophisticated, conversational assistants that can understand nuance, remember context and perform complex tasks.
This new generation of AI assistants is powered by large language models( LLMs) and is no longer just a defensive tool for deflecting customer service tickets but is now a proactive engine for business growth. In sales and marketing, for example, these bots engage customers in personalised, multilingual conversations around the clock, guiding them through complex sales funnels and even automating payments.
The business case is there, too. Zendesk’ s seventh annual CX Trends report finds that almost half of customers think AI agents can be empathetic when addressing concerns. It also sees 70 % of CX leaders believing chatbots are becoming skilled architects of highly personalised customer journeys.
“ AI should be more than just another technology we use – it’ s a way to bring companies and customers closer and it’ s redefining the relationships we can build,” says Zendesk CEO Tom Eggemeier.“ At Zendesk, we believe that AI should be in service to humans
and help companies understand and better connect to their customers as individuals. When brands focus on creating genuine, human-centred AI interactions, they don’ t just make things run more smoothly – they create trust, loyalty and a lasting connection.
“ This report shows that putting customers at the heart of AI is more than a smart strategy – it’ s becoming the new standard for building loyalty in a rapidly-changing world.”
102 December 2025