Most AI webinars show you the wins. This one shows what went wrong. Planning to switch on Copilot or AI agents in Zendesk, or already live and not seeing the results you expected? Learn the three pitfalls we see most, why they happen, and what to have in place before your AI goes live.
In 45 minutes, you’ll learn three of the most common reasons Zendesk AI rollouts disappoint: knowledge content that isn’t built for AI, Copilot procedures that overlap, and automation without financial guardrails. You’ll see how each problem is fixed, with short demos of Copilot and AI agents, get a three-step checklist to check your own setup before go-live, and have time to ask your questions live.
A software company rolled out Copilot, got irrelevant answers, and nearly cancelled it. The AI wasn’t the problem. Their knowledge base was written for people, not for AI: long release notes, nested PDFs, and steps buried deep in articles. Copilot can only find what your content makes findable.
A large retailer launched Copilot procedures, and agents started seeing warranty repair steps on simple return requests. The cause: procedures with overlapping triggers and no clear boundaries. We’ll show how tighter scoping turned Copilot from a distraction into a real time-saver.
Picture an AI agent set up to resolve every request with no human in the loop. Without spending limits or verification checks, refund requests, including fraudulent ones, get approved automatically. It’s an easy risk to miss when the focus is on automation rates. We’ll cover the guardrails every AI agent needs before it touches money.
This session is for Heads of CX and Support, Support Operations Managers and Zendesk admins who are:
Already live with AI? You’ll probably recognise at least one of these pitfalls, and leave with a clear idea of what to fix first.
Benoit Smagghe, Solutions Consultant, Premium Plus
Benoit designs and builds Zendesk AI agents, Copilot, and voice AI for Premium Plus customers, and has seen what makes AI rollouts succeed or stall.
Carla Jara, CX Sales Consultant, Premium Plus
Carla works with customer service teams across the UK and Ireland to plan how Zendesk and AI can help them grow.
Zendesk’s AI Summit showed what’s possible with AI in customer service. This session is the practical follow-up: what needs to be in place in your Zendesk for AI to actually deliver. Together, they give you the full picture.
Premium Plus is an award-winning Zendesk partner for growing and established organisations across Europe. We help you set up, improve, and extend Zendesk for better customer and employee experiences, with plain-language advice and a team that stays with you long after go-live.