Session time TBC | 20mins 

Building your autonomous service workforce with Agent Builder and Action Builder

AI agents are automating conversations, but teams struggle to deploy them for complex back office work. Learn how Zendesk’s new Agent Builder unlocks automation across your operation with teams of specialised AI agents tailored to your business. In a demo, you’ll also see how Zendesk’s Action Builder and MCP simplify how your AI agents take action across systems.

Session time TBC | 20mins

AI Agents for every channel

See how Zendesk’s agentic intelligence works across messaging, email, and voice to move beyond deflection and deliver real resolution. You’ll see autonomous AI agents handling complex conversations end-to-end, adapting to every channel, and a first look at what’s now possible when that same intelligence comes to voice.

More to be announced

Session time TBC | 20mins

Zendesk Contact Centre: Turn live interactions into faster resolutions

When frustration is high or urgency is paramount, people still want to be heard. That’s why phone support hasn’t faded away. In this product deep dive, learn how a native contact center can connect context and data from your service operations, to guide live agent interactions, creating a more fluid experience, and deliver faster resolutions.

Session time TBC | 20mins

Build a self-improving service operation with Copilot

Discover how the Resolution Learning Loop turns real interactions, quality signals, and performance insights into smarter workflows across your service organization. Copilots, QA, and Agentic Analytics work together as the drivers of continuous improvement.

More to be announced

12:15pm - 1:00pm | 45 mins | Melbourne Room 3

Creating Apps with App Builder

In this session we will cover ideating for App ideas, prompting and troubleshooting within the AI App Builder. 

Key takeaways for attendees:

- Evaluate how App Builder can understand gaps, and supplement your current workflows. 
- Understand the basics of App Building, Authorisation, and API connection.

3:15pm - 4:00pm | 45 mins | Melbourne Room 3

Scale customer service with AI Agents

In this session we will cover the basics of setting up Zendesk AI Agent, a customer facing bot that can handle basic requests, with an option to escalate to a human agent. Together we will set up a bot within your instance, or sandbox that you can test and potentially deploy.

 Key takeaways for attendees:

- Learn the basics of AI Agents
- Navigate the Admin Centre, set up, customise, and deploy an AI Agent 
- Evaluate how integration AI agents will impact and evolve your future CX strategy

4:15pm - 5:00pm | 45 mins | Melbourne Room 3

Adopting AI Forward Workflows with Copilot

In this session we will cover embedding Zendesk Copilot tools into your current workflows to increase efficiency and decrease repeatable tasks. We will talk about Intent, Sentiment and Entity, and ways these tools can be used to increase accuracy and consistency.

 Key takeaways for attendees:

- Learn how to customise and edit your Intent model. 
- Learn how to set up Entity detection, and how to consider this alongside Intent for partially automated workflows