Zendesk Agentic Service Playbook

This report is a practical guide to designing customer service around meaningful resolutions rather than simply handling tickets faster. It explores how agentic AI can help teams reason, take action across systems, and deliver better outcomes for both customers and service agents.

The guide also outlines a clear roadmap for transformation, from assessing your current service environment and identifying friction points, through to designing and scaling a future-ready customer experience. The focus throughout is on bringing together AI, people, knowledge, and processes to create a more proactive, connected, and measurable approach to service delivery.

Inside the report:

• What agentic AI is and how it shifts service from deflection to resolution
• How to map the current customer journey and uncover friction using service blueprints
• Ways to identify pain points through customer feedback, agent shadowing, analytics, and Jobs to Be Done
• How to design a future service experience that balances AI, human support, and key “moments that matter”
• Steps for building and scaling your strategy through alignment, metrics, technology decisions, and team upskilling

Download the report today.