Your New Hires are Autonomous AI Agents
PLUS: Map Where Your Customers Get Stuck and Design AI Interventions
Start every workday smarter. Spot AI opportunities faster. Become the go-to person on your team for what’s next.
📅 October 10, 2025 | ⏱️ 3-min read
🎯 The big picture
We just crossed a line. AI stopped being a tool that helps your team and became an autonomous agent that is your team. Today’s lineup shows AI that doesn’t just answer questions—it takes action, makes decisions, and solves problems end-to-end, freeing up your human experts for the work that truly matters.
📊 Today’s lineup
• Zendesk’s new AI agents are resolving 80% of support issues, no human needed
• Dialpad just declared the chatbot dead with agents that actually take action
• How Klarna and Google Cloud are using creative AI to drive 50% order growth
• ChurnZero’s AI teammates are now running customer growth campaigns autonomously
• Google launched Gemini Enterprise to put a conversational AI on every employee’s desktop
1️⃣ Zendesk’s new AI agents are resolving 80% of support issues, no human needed
What’s happening:
• At its AI Summit, Zendesk launched new AI agents, powered by the latest large-scale models, that handle complex customer issues from start to finish.
• The platform now includes an AI Admin Copilot that identifies operational problems and suggests fixes automatically.
• New voice AI agents work across messaging, email, and phone, automatically scoring resolution quality at the conversation level.
What’s so great about this: This tackles the biggest problem in customer service: the endless handoffs and repeated explanations that kill customer satisfaction. When an AI agent can verify identity, track an order, and troubleshoot a problem without an escalation, customers get an instant resolution, not a tour of your departments.
What’s next: The 80% autonomous resolution rate isn’t just an impressive stat—it’s the new benchmark. Contact centers still using scripted chatbots to deflect customers will look painfully outdated compared to competitors offering genuine AI-powered problem-solving.
Go deeper: VentureBeat
2️⃣ Dialpad just declared the chatbot dead with agents that actually take action
What’s happening:
• Dialpad launched its Agentic AI Platform, building autonomous voice and text agents that reason through multi-step tasks and execute them across your existing systems.
• Early adopters are seeing 70% of requests resolved on day one by agents that can schedule appointments, process orders, and manage accounts.
• The platform uses reusable “Skills” and “Workflows,” so agents get smarter with every interaction while maintaining enterprise-grade security and seamless human handoffs.
What’s so interesting: This is the fundamental shift from “AI that answers” to “AI that acts.” Instead of customers hearing “let me connect you to someone who can help,” these agents actually help. They understand context, plan actions, and execute solutions, only looping in humans when true expertise is needed.
What’s next: The phrase “let me transfer you” is about to become a relic. When AI can take real action, every customer interaction is an opportunity for instant resolution, not the start of a frustrating journey through your phone tree.
Go deeper: Dialpad
3️⃣ How Klarna and Google Cloud are using creative AI to drive 50% order growth
What’s happening:
• Klarna and Google Cloud have partnered to use cutting-edge AI for creating dynamic digital “lookbooks” and hyper-personalized marketing campaigns.
• Early pilots show these AI-driven creative concepts boosted app engagement time by 15% and increased orders by a staggering 50%.
• The AI enhances Klarna’s library of 200+ million images to create shopping experiences tailored to each customer’s individual style.
What’s so great about this: This proves AI creativity isn’t a gimmick—it drives real business results. When AI can generate a personalized lookbook that feels curated just for you, shopping becomes discovery instead of browsing. Customers are more engaged because the experience feels personal.
What’s next: Static product catalogs and one-size-fits-all marketing are officially on the endangered species list. When AI can create dynamic, personal shopping experiences in real-time, retailers using traditional approaches will struggle to hold anyone’s attention.
Go deeper: Google Cloud
4️⃣ ChurnZero’s AI teammates are now running customer growth campaigns autonomously
What’s happening:
• ChurnZero launched autonomous AI Agents that act as digital teammates for customer success teams, handling sophisticated tasks like data enrichment and creating engagement campaigns.
• A new AI Hub lets teams deploy agents from a self-serve marketplace, giving CSMs full control over which accounts each agent works with.
• The company is dedicating 80% of its technical teams to AI, signaling a massive bet on autonomous customer success.
What’s so interesting: This transforms customer success from a reactive, manual process into a proactive, intelligent system. Instead of CSMs spending hours tracking down data, AI agents handle the grunt work, freeing up humans for the strategic conversations that actually drive growth.
What’s next: Manual customer success is becoming a competitive liability. When your competitor’s AI can automatically identify at-risk accounts and run personalized outreach 24/7, teams still doing this by hand will be left managing the crises the AI could have prevented.
Go deeper: PR Newswire
5️⃣ Google launched Gemini Enterprise to put a conversational AI on every employee’s desktop
What’s happening:
• Google launched Gemini Enterprise as “the new front door for AI in the workplace,” offering conversational access to all of a company’s data and applications.
• The platform provides pre-built AI agents for common tasks and lets companies build custom agents that are deeply integrated into their workflows.
• Early customers include Gap, Figma, and Klarna, using it to connect AI directly to their existing business systems.
What’s so great about this: This makes workplace AI feel natural, not clunky. Instead of learning new software, employees can just have a conversation with their company’s data. It’s like giving every employee an assistant that knows everything about the business and can help with any task.
What’s next: The era of manually hunting through documents and systems for information is over. When AI can instantly access all company knowledge, employees still navigating traditional software will feel like they’re working in slow motion.
Go deeper: Reuters
⚡ Quick hits
• Dovetail launched an AI-native customer intelligence platform → turns raw feedback into instant product prototypes and Linear tickets.
• SurveySparrow introduced SparrowDesk, an AI-first support tool → auto-resolves 60% of repetitive requests with copilot assistance.
• Rakuten rolled out AI-powered product listing support → analyzes images to automatically recommend categories and descriptions for sellers.
💡 CX Prompt Tip of the Day
Map Where Your Customers Get Stuck and Design AI Interventions
I want to identify the exact moments in our customer journey where people hesitate, get confused, or abandon the process, then design AI solutions that prevent those problems.
Context: Our customer journey includes [describe your key touchpoints from awareness to success]. We notice drop-offs at [mention specific problem areas] and our biggest friction points are [list 2-3 pain points].
Your task:
1. Map every micro-moment from first contact to successful outcome, including the tiny hesitations we usually miss.
2. For each friction point, identify the root cause: is it confusion, missing information, a complex process, or emotional stress?
3. Design a specific AI intervention that could eliminate each problem before it happens.
4. Spot 2-3 “wow moments” where AI could exceed expectations instead of just removing friction.
5. Create a simple test plan to validate which AI touchpoints have the biggest impact on completion rates.
Format: Journey Stage → Friction Moment → Root Cause → AI Solution → Wow Opportunity → Test Method → Success Metric
Focus on AI that makes the journey feel effortless, not just faster.
Quick win: Secretly record your screen while you go through your own onboarding this week. Click where it looks like you should click, not where you know you’re supposed to. Guaranteed, you’ll find a critical friction point your team has been blind to for months.
🤔 CX reflection
Question of the day: Now that AI can autonomously resolve customer issues, create personalized experiences, and drive growth campaigns, what’s the one uniquely human skill your team should be developing to stay indispensable?
👋 See you Monday!
Mark