How Zendesk structured change management for Copilot to improve agent productivity

In this course, you will discover proven strategies and insider tips to seamlessly roll out Copilot within your business. You'll get an exclusive behind-the-scenes look at how Zendesk’s own internal teams successfully implemented and adopted Copilot. This real-world perspective will help you build a thoughtful implementation strategy that empowers your team, ensuring both your agents and customers experience faster, more human-centric service outcomes.

Learning objectives

By the end of this course, you will be able to:

1. Discover how agents in your organization can use Copilot to address daily service challenges. You’ll analyze practical workflows where Copilot assists agents in understanding customer intent, finding information, and resolving issues efficiently.
2. Explore the change management journey behind Zendesk's Copilot rollout. You'll explore the phases of implementation and learn how thoughtful planning, communication, training, and continuous improvement contributed to successful adoption.
3. Apply Zendesk’s Copilot implementation framework to design an effective adoption roadmap for your organization. You’ll examine how trust-building, careful planning, targeted piloting, and continuous measurement come together to drive long-term AI adoption and improved service outcomes.

Audience

This course is intended for administrators, but is appropriate for all audiences.

Prerequisites

No prior knowledge is required.