we immediately activated them in our own support experience on day one.
Austin LaceyDirector, Chatbots, AI & Automation · Leader, 
Zendesk
Post: Zendesk blog (the company's own, signed by a Zendesk director), Zendesk blog (the company's own, signed by a Zendesk director), July 23, 2025.
Austin Lacey, Director, Chatbots, AI & Automation. Runs the AI automation of Zendesk's own support, so first-hand; the post is also marketing for the product Lacey helps run.
Zendesk sells AI or agent tooling, so it has a reason to publish flattering numbers about AI. The passage stays in the archive; read it with that in mind.
Checked against the source by a first reader, then confirmed independently by a second reader who fetched the source without seeing the first reader's notes (Independent review agent (Claude Sonnet), blind second pass from passage text and citation only, no repository access, 2026-10-31).
The fragment matches exactly in the post signed by Austin Lacey.
Austin Lacey (Zendesk), “Zendesk blog (the company's own, signed by a Zendesk director)”, Zendesk blog (the company's own, signed by a Zendesk director), 2025-07-23. https://www.zendesk.com/blog/zendesk-insights/expertise/how-zendesk-uses-agentic-ai-to-deliver-instant-human-like-support-at-scale/ Archived at https://the-ai-record.com/passages/zendesk-immediately-activated-them-own-support-experience-day-2025
2,000+ workflow-heavy service requests automated per quarter
Austin LaceyDirector, Chatbots, AI & Automation · Leader, Zendesk
Post: Zendesk blog (the company's own, signed by a Zendesk director), Zendesk blog (the company's own, signed by a Zendesk director), July 23, 2025.
Each quarter, we resolve over 60,000 support requests with AI agents that carry out full workflows, execute backend actions, and adapt in real time to what our customers need.
Austin LaceyDirector, Chatbots, AI & Automation · Leader, Zendesk
Post: Zendesk blog (the company's own, signed by a Zendesk director), Zendesk blog (the company's own, signed by a Zendesk director), July 23, 2025.
with no human intervention required
Austin LaceyDirector, Chatbots, AI & Automation · Leader, Zendesk
Post: Zendesk blog (the company's own, signed by a Zendesk director), Zendesk blog (the company's own, signed by a Zendesk director), July 23, 2025.
Using our AI agent builder, we simply describe business procedures in natural language and the AI agent is ready to go.
Austin LaceyDirector, Chatbots, AI & Automation · Leader, Zendesk
Post: Zendesk blog (the company's own, signed by a Zendesk director), Zendesk blog (the company's own, signed by a Zendesk director), July 23, 2025.
When hiring for our service team, we were able to rescope the skillset to deemphasize the need for deep workflow expertise.
Austin LaceyDirector, Chatbots, AI & Automation · Leader, Zendesk
Post: Zendesk blog (the company's own, signed by a Zendesk director), Zendesk blog (the company's own, signed by a Zendesk director), July 23, 2025.
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