DASH26 Recap | How Zendesk Put Reliability First When Scaling Its AI Agents Team

All talks will be presented in English, to ensure that as many people as possible can participate and engage at this event.

If you want to attend, please RSVP to secure your spot - this will make organizing easier. Thank you so much ♥️

Location: Lightspeed Commerce, The-B Berlin, Revaler Str. 32, 10245 Berlin
------

🏠 18:00 - Arrival: Networking, Drinks & Snacks (30 min.)
Grab yourself snacks & drinks and say hello to everybody else!

📅 18:30 - DASH26 Recap
🎙️Speaker: Alla Igityan, Enterprise Sales Engineer @ Datadog / Marcel Drechsler, Product Owner @ andsafe

This years annual DASH conference from Datadog was almost all about two things: Datadog for AI and AI for Datadog. Expect a comprehensive hour full of the most exciting announcements including demos, where we will also cover topics outside of AI.

☕ 19:30 - Break (15 min.)

📅 19:45 - How Zendesk Put Reliability First When Scaling Its AI Agents Team (30 min.)
🎙️Speaker: Tiago Araújo, Engineering Manager @ Zendesk

When Zendesk acquired Ultimate, the team became Zendesk’s AI Agents team and continued operating with much of the autonomy that had made it successful as an independent company. But as the team adapted to Zendesk’s scale, reliability expectations changed. To meet Zendesk’s SLA commitments, teams needed to identify the root cause in two minutes on average, and the existing observability posture was not built for that level of operational rigor.
In this session, Tiago Araújo, Engineering Manager, will share how Zendesk brought the AI Agents team back in line with its reliability goals without compromising engineering velocity. They’ll explain what changed when the team adopted Zendesk’s engineering best practices, how stronger observability helped engineers move faster and more safely, and why reliability became a key part of scaling the team after the acquisition.
Attendees will leave with practical lessons for onboarding acquired or newly integrated engineering teams with reliability in mind. You’ll learn how to make observability part of the onboarding process, reduce time to root cause, and help teams ship quickly without putting SLA commitments at risk

🥗 20:15 - Drinks, Food & Networking
Enjoy refreshments while networking with community peers!

👋 21:00 - Goodbye, see you next time!