IT: Tosi (Zendesk), ‘collaboration between AI and human agents is central to our platform’

“Zendesk is a platform that is used to manage customer service and employee service by putting collaboration between AI and human agents at the centre. We do this through different methods: the first is the use of Ai agents, with a first response model. If, sometimes, this is not completely exhaustive, human operators take over with the ‘superpower’ of Copilot technology. The idea therefore always remains to combine technology with the human component, which remains at the center of companies”. This was stated by Stefano Tosi, Zendesk enterprise account executive, speaking at the 2026 edition of the Information Technology Forum of Comunicazione Italiana today in Milan, the reference event for the relationships between people and technologies within organizations.