{
  "apiVersion": "v1",
  "passage": {
    "id": "zendesk-when-hiring-service-team-were-able-rescope-2025",
    "text": "When hiring for our service team, we were able to rescope the skillset to deemphasize the need for deep workflow expertise.",
    "speaker": "Austin Lacey",
    "role": "Director, Chatbots, AI & Automation",
    "organization": "Zendesk",
    "aiVendor": true,
    "work": {
      "title": "Zendesk blog (the company's own, signed by a Zendesk director)",
      "type": "post",
      "date": "2025-07-23",
      "publisher": "Zendesk blog (the company's own, signed by a Zendesk director)",
      "url": "https://www.zendesk.com/blog/zendesk-insights/expertise/how-zendesk-uses-agentic-ai-to-deliver-instant-human-like-support-at-scale/"
    },
    "grade": "B",
    "verification": {
      "status": "verified",
      "reviewedOn": "2026-10-31"
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    "topics": [
      "training-and-skills",
      "headcount-and-hiring",
      "ai-support-resolution"
    ],
    "functions": [
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    "figures": [],
    "context": null,
    "url": "https://the-ai-record.com/passages/zendesk-when-hiring-service-team-were-able-rescope-2025"
  },
  "notice": [
    "Every passage is reproduced word for word from the cited source.",
    "Check the verification status: \"reported\" means not yet confirmed by an independent second reader.",
    "Organizations flagged aiVendor sell AI tooling and have a reason to publish flattering numbers.",
    "An empty result means the archive holds nothing on it, not that nobody has said anything."
  ]
}