Zendesk CEO says Meta's Muse saved him $3,105 in five days
In a TNW podcast interview, Zendesk CEO Tom Eggemeier said Meta's Muse saved him $3,105 over five days — roughly $2,000 a year off his home internet and TV package and about $1,000 a year off his mobile plan — with Muse doing about 95% of the work and him making one phone call himself. Meta had just challenged users to save up to $1,000 with Muse; Eggemeier is not yet in the early test where Muse places calls, and said Europeans may save less given different pricing. He also said Zendesk will end the year with about $400m of AI revenue, up from near zero two years ago, that AI resolves or assists more than 50% of tickets, and that Zendesk is moving toward charging per resolution rather than per seat.
A single executive's anecdote is not independent evidence, but it shows consumer personal agents being marketed as measurable money-savers, while Zendesk's numbers point to outcome-based pricing taking hold in enterprise AI.
Zendesk will end the year with about $400m of AI revenue, up from about zero two years ago, chief executive Tom Eggemeier told TNW. Most of it comes from AI agents that customers pay for only when they resolve a case.
Eggemeier has run Zendesk since late 2022. Before that, he was a partner at the private equity firm Permira, where he led its Menlo Park office. He spent more than a decade at the contact centre software company Genesys, rising to president. He studied history at the University of Dayton and holds a law degree from the University of Chicago.