Name: Behind the Build: AI in Action
Start: 2025-12-09T17:30:00+01:00
End: 2025-12-09T21:00:00+01:00
Location: Zendesk

Curious about how AI is actually built, deployed, and improved at scale?
Join us for a behind-the-scenes look at the engineering decisions, model trade-offs, and real-world lessons shaping **Zendesk AI** in production.

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**What to Expect**

**🔍 Discover:**
How today’s toughest AI challenges are being solved — and what’s coming next.
**💡 Get Inspired:**
Hear directly from the engineers pushing AI forward and learn how these ideas can apply to your work.
**🤝 Connect:**
Meet other builders and innovators who are passionate about AI.

*Can’t join us in person? No problem — register and we’ll send the recording to your inbox.*

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**Talks & Speakers**

**1) *AI Agents Unveiled: Lessons Learned from Incorporating the Future***
**Speaker:** Rodrigo Gonçalves, Senior Manager, Software Engineering

A practical walkthrough of the technical and operational lessons from incorporating AI Agents into real-world workflows at scale — from architecture decisions to failure modes and iteration cycles.

**2) *AI Reliability & LLM Outages***
**Speaker:** Magda Kubit, Senior Machine Learning Engineer

A behind-the-scenes look at what happens when LLMs fail, how we respond, and what we’ve learned about building systems that are resilient in the real world.

**3) *AI Ticket Clustering at Scale***
**Speaker:** Sebastian Niemczyk, Staff Machine Learning Engineer

How we use machine learning to group similar tickets at scale — and why clustering matters when dealing with millions of customer conversations every day.

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**Save your spot — we’re looking forward to seeing you!**

marta.bradley

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