11 August 2026 | Ritz-Carlton, Melbourne
12:00pm - 5:30pm
 The next generation of AI purpose-built for service is intelligent, proactive, and resolution-led. Kick the day off with lunch before an afternoon of practical learning on how new innovations in Voice AI, autonomous service agents, Contact Centre, and employee service help you deliver more connected experiences that drive loyalty and build trust.
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From real AI-led success stories to interactive panels and practical workshops, you'll walk away with a clear roadmap to scaling better service, fast.
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The future of service demands more than quick fixes—it requires true resolution. Join Zendesk leadership as they unveil AI purpose-built for service, delivering connected, intelligent, and proactive resolutions at scale. Learn how the Zendesk Resolution Platform transforms service teams, powering billions of meaningful customer and employee moments worldwide.
The future of service is AI-powered CX. It's AI agents and humans working together to deliver infinitely faster, and better service. It's humans having more time for high value conversations, and agents delivering real time resolutions when customers need them. During this session, you will hear how Sealy and carsales built that future. They'll share how they navigated the hardest parts of automation, built the foundations, and transformed their CX with AI. They'll also share the learnings, challenges and the outcomes they're seeing for their business and their customers.
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.
Duration: 45 mins
Location: Melbourne Room 3
Capacity: Limited seatsÂ
 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.
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Duration: 45 mins
Location: Melbourne Room 3
Capacity: Limited seatsÂ
3:30pm | 20minsÂ
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.
4:00pm | 20mins
Kicking customer service goals: How Catapult delivers elite service to 5,500+ sporting teams worldwide
When you're supporting high-performance, professional sporting teams - from F1 to Premier League football teams - service can’t wait. Learn how Catapult (Melbourne-born sports tech company) scales its support team using Zendesk AI Agents, enabling them to meet growing volume, cut response time, and still deliver customer experience to the highest expectations.
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4:30pm | 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.Â
3:30pm | 20minsÂ
Cotality’s contact centre transformation: From fragmentation to connected service
As a trusted provider of property data to 80,000 customers worldwide, Cotality relies on a contact centre that can deliver connected, effortless service at scale. In this session, Cotality will share how it is transforming its contact centre with AI, what that change means for agents, and how it is building the skills and capabilities needed for the future.
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4:00pm | 20mins
Orchestrating the Agentic Contact Center: Reaching the last mile of customer resolution
As AI increasingly handles simple tasks, complex, high-stakes problems still require the empathy and urgency of voice. Discover how Zendesk Contact Centre bridges the last mile of customer resolution by orchestrating humans, agentic AI, and enterprise voice on a single, unified platform. You’ll get to learn about the new Native Contact Center Workspace, Multimodal Video Calling, and see how Voice AI Agents execute complex workflows autonomously.
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4:30pm | 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.
12:15pm - 1:00pm | 45 mins | Melbourne Room 3
Creating Apps with App Builder
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In this session we will cover ideating for App ideas, prompting and troubleshooting within the AI App Builder.Â
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Key takeaways for attendees:
-Â Evaluate how App Builder can understand gaps, and supplement your current workflows.Â
- Understand the basics of App Building, Authorisation, and API connection.
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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.
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 Key takeaways for attendees:
- Learn the basics of AI Agents
- Navigate the Admin Centre, set up, customise, and deploy an AI AgentÂ
- Evaluate how integration AI agents will impact and evolve your future CX strategy
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4:05pm - 5:00pm | 45 mins | Melbourne Room 3
Adopting AI Forward Workflows with Copilot
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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.
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 Key takeaways for attendees:
- Learn how to customise and edit your Intent model.Â
- Learn how to set up Entity detection, and how to consider this alongside Intent for partially automated workflows
