Director, Chatbots, AI & Automation, Zendesk.
Leads strategy for AI-powered experiences across Zendesk's support ecosystem, including the rollout of agentic AI, per Lacey's bio on the post.
Why their word counts: Runs the AI automation of Zendesk's own support, so first-hand; the post is also marketing for the product Lacey helps run.
Profile from this source, checked 2026-10-24.
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.
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.
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.