2025 - Current
Lead Product Designer
AI agents that can be trusted with real resolutions
AI agents are becoming the backbone of customer service, but only if businesses can trust them with real work. Off-the-shelf AI doesn't know a company's policies, so that trust has been hard to earn.
Zendesk's Agent Builder changes that. Anyone can build Custom Agents that follow their exact playbook, and hand off to each other to solve problems together.
Impact
1M+ agent executions in 7 weeks
+10% more resolution fully automated
80% less handle time per ticket
Key customers
Strategy
The end of the chatbot era
At Relate 2026, Zendesk's CEO declared "the era of the chatbot... is over," unveiling the Autonomous Service Workforce and a pricing shift to charge only for verified outcomes. Custom Agents, built with the Agent Builder, are what make that bet credible.
That bet meant trust couldn’t be bolted on later, it had to be designed into the very first screen an admin saw. My job wasn’t styling a chatbot UI; it was designing the surface where that trust actually gets built or lost.
Experience
Define the job. Set the limits.
In Agent Builder, admins define the job an agent owns, the systems it can touch, and where a human has to sign off. Policies that used to live in someone's head become something an AI can follow, and a colleague can audit.
Confidence built before launch
Testing generates scenarios straight from an agent's own instructions so admins can see exactly how it responds before it ever reaches a real customer.
Release
Five people, four months, a million runs
A five-person team took Custom Agents from proof of concept to early access in four months. Seven weeks after that, they’d already run a million times.
Promo video
Impact
Not a once off, a pattern
In the first seven weeks of early access, Custom Agents ran 1 million times, with large customers projected to run 20 million tickets through Custom Agents annually.
Across customers running custom agents, automated resolution has gone up by as much as 10%, while seeing up to an 80% reduction in human handle times.
"My custom agent - that reads PDF files from incoming emails, identifies customers, and checks for missing data - significantly reduces ticket handling time from 3 minutes to 40 seconds."
Customer Service Manager
Bosch
1M+ agent executions
in 7 weeks
10% more resolutions
fully automated
80% less handle time
per ticket