How Zendesk Is Transforming IT Support With Employee Service AI Agents

My laptop stops working. I open a ticket. Then I spend the next hour explaining what device I have and everything I’ve already tried. Most of us have lived some version of that. It’s exactly where my conversation with Shawn DeWane, Sr. Solution Account Executive at Zendesk, started. I caught up with Shawn at Gartner IT Symposium/Xpo in Orlando on The Ravit Show. AI in IT is moving past answering questions. It’s starting to actually get the work done. We talked about what that shift looks like for IT teams day to day, and why it helps both the employee asking for help and the team on the other side. We also got into the part a lot of IT leaders worry about. Their teams are already stretched. So how do you start seeing value from AI without adding another layer of work? Then a question I think more teams need to ask. If ticket volume and response times were the scorecard for years, what should success look like once AI is handling a real share of the work? And to close, Shawn shared the biggest change he expects in IT and employee service over the next year, and how Zendesk is helping organizations get ready for it. My view: the laptop example says it all. When the system already knows who you are, what you’re using, and what’s been tried, the whole experience changes. Context is what makes AI useful here. Thank you Shawn and the Zendesk team. The full interview is live now on The Ravit Show. #data #ai #gartner #gartnersymposium #itsm #employeeexperience #zendesk #theravitshow