In this CX Today interview, Rob Wilkinson speaks with Hannah Deveney, Senior Director, Product Management at Zendesk, about the rise of the agent system and why service leaders need to redesign operations around humans and AI agents working together.
The conversation explores how customer service is shifting from traditional team structures to coordinated systems where multiple agents can resolve work end to end. Deveney explains why the next phase of AI is not about bolting on another assistant, but about rethinking workflows, knowledge, routing, and orchestration across the entire service environment.