Article • 3 min read
Zendesk AI Effect: 93% of admins shift their focus to strategy thanks to AI
Selina Tedesco
Senior Customer Insights Manager at Zendesk
Última atualização em August 29, 2025
Today’s admins are ripping up their old job descriptions. Powered by AI, admins’ roles have evolved from routine management to data-driven strategy.
And this change is more prevalent than you might think: 93% of admins with Zendesk AI say it has allowed them to shift their focus from routine management tasks to more strategic planning and decision-making.
With more time to practice proactive leadership, admins are not only elevating their own roles, they’re also focused on their team’s growth—empowering agents to bring greater expertise to their customer interactions. This, in turn, has a positive ripple effect on both companies and customers.
Powered by Zendesk AI, admins have the ability to:
1. Focus on strategy and upleveling their teams
Admins are saying goodbye to routine operational and management tasks. Instead, they’re spending their time on higher value—and higher impact—work: analyzing CX data, refining engagement strategies to strengthen customer relationships, and optimizing workforce planning so the right resources are in the right place at the right time.
According to our research, admins are saving nearly a full business day each week with Zendesk AI. And with the time they gain back, many are investing in team coaching and development—improving service consistency and effectiveness.
2. Boost service quality and orchestrate memorable experiences
With Zendesk AI, admins are becoming architects of the customer experience. Armed with stronger insights, they’re empowered to more quickly identify customer pain points, fine-tune workflows, and ensure faster, more personalized, and more consistent support.
AI also enables admins to strengthen service quality behind the scenes: optimizing agent performance, refining knowledge bases, and anticipating escalations before they affect customers.
This translates to better customer experiences overall. According to our research, nearly all admins agree that Zendesk AI helps them raise the standard of service their organizations deliver.
SeatGeek is hitting a home run with the help of Zendesk AI. By leveraging Zendesk’s AI agents to pull accurate, context-specific answers directly from their knowledge base, SeatGeek now resolves over half of support conversations with AI agents—no human intervention needed. And that’s just one of the many benefits Zendesk AI has yielded for SeatGeek: their AI agent satisfaction scores have more than doubled—from 34% to 70%—improving overall customer satisfaction in the process.
3. Outpace their industry peers
Companies like SeatGeek are adopting AI tools earlier and using them to build expertise that gives them a competitive edge.
Early adoption has an undeniable ripple effect—empowering agents on the frontlines, as well as admins at the helm of CX operations. By leveraging AI to analyze quality, predict customer behavior, and optimize resources, admins with Zendesk AI are mastering skills that elevate both their organizations and their own careers.
Their ability to turn AI insights into smarter processes positions them as strategic leaders, driving CX forward at their companies, while cementing their authority across the industry.
Streamline your CX strategy with Zendesk AI
By using Zendesk AI to optimize operations and guide smarter decisions, admins unlock efficiencies that ripple across teams, ensuring agents are more effective and leaders have better insights to act on.
These advantages are a force multiplier for your entire CX function—uncovering new benefits and yielding unseen results at every level of the organization.
The power of Zendesk AI is at your fingertips. Download the Zendesk AI Effect report and discover the tools that will elevate your people, your customers, and your business.
