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7 AI Agents in 4 Months: what I talked about at Zendesk Showcase Munich
Five brands, four languages, three channels, six sprints: the full story behind our AI Agents rollout. Including the numbers we missed, and why that was the right call.
From the engine room · Angle
Operations
Numbers, decisions and lessons from running support day to day.
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The fallback decides, not the normal case
Every technical failure needs a plan B or an escalation with context. Plus two safety nets that tend to get forgotten: the channel switch, and the statements that can't be left sitting after the conversation ends.
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What «70% resolved autonomously» means
Resolution rates are only as good as their definition, and that rarely comes with them. Zendesk's yardstick: 72 hours with no further contact, no human involved. Including the cases where the right answer is no.
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70% choose the human: what my Voice rollout says about the Voice hype
The industry sells Voice AI as replacing the human. When we let callers choose, around 70% chose the human first. Why the freedom to choose is itself the real story.