Teams | Collaboration | Customer Service | Project Management

Your business isn’t generic — and your AI agents shouldn’t be either. In this demo, Mike Keohane (Senior Director, Product Management) breaks down how Zendesk Specialized AI Agents — like the Refund Agent — come ready out of the box to deliver real, fast results for your customers. Instead of handoffs or starting over, Zendesk Specialized AI Agents instantly understand customer requests and seamlessly handle multi-system workflows in real time.

A manager copy-pasted a ChatGPT response to an employee's sick message, including the prompt fragment. The employee saw it. The trust damage was disproportionate to the effort saved. At @RunningRemote 2026, Nadia Vatalidis (Head of People, @todoist ) and Nick Francis (Chairman, @hellohelpscout ) discussed where AI belongs in performance management, and where it absolutely does not. Our take: AI can handle 90% of the synthesis work. Aggregating peer feedback, summarising months of data, addressing the recency bias that has always distorted annual reviews.

Your business isn't generic, so your AI agents shouldn't be either. Zendesk Specialized Agents are built to reason, make decisions, and complete real work — so you can spend less time in meetings and more time driving results. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.

Tailor AI agents to fit your business. Create Custom Agents for the policies, processes, and exceptions unique to your team. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.

AI has changed how much software can do—but has the SaaS model kept up? As enterprises adopt more AI tools, they are also dealing with software sprawl, rising AI costs, complex implementations, and the challenge of turning AI capabilities into measurable business results. This is where Outcome-as-a-Service (OaaS) comes in. In this video, we explore why organizations may be moving from simply buying access to software toward paying for measurable outcomes and execution.