MYOB used Zendesk's AI to automate over 90% of support. Planned hires were dropped.
The figures come from a Zendesk customer story published on 23 September. They cover Solo by MYOB, an app that the 35-year-old MYOB launched in 2024 for Australia's 1.6 million sole operators. MYOB says more than half of them still keep invoices, receipts and taxes in spreadsheets.
Zendesk's AI agents answer the routine questions around the clock. More than 90% of customer inquiries are now handled by automated flows without a human, the story says. People take the rest, helped by an AI copilot, where banking compliance or judgement calls for it.
"We had planned to grow by a couple of headcount this year," said Sally Davies, General Manager of Solo by MYOB, "but we just don't need to." She put the savings at $200,000, now going back into the product. She was talking about hires that were never made; she mentioned no job cuts.
The story gives no ticket counts or team size and names no currency or period for the $200,000. Solo is two years old. These are the two companies' own figures.
Does that 90% leave out abandoned chats and customers who came back? The story does not say.
🎥 Video: Zendesk, official YouTube channel · narration: AI voice
What the captions say
- MYOB's new app answers support with AI.
- Over 90% of questions need no human.
- Made for 1.6 million sole operators.
- People step in where banking rules demand.
- A couple of planned hires: dropped.
- $200,000 saved, put back into the product.
- Figures are MYOB's and Zendesk's own.
