Zendesk Connect: AI in Action

What does it actually take to build, ship, and scale AI in production when the stakes are real revenue, real customers, and real failure modes?

Join us for an evening of direct conversation with Zendesk AI experts and voices from the wider AI community. They’ll share the decisions, trade-offs, and lessons that don’t make it into the conference slides.

What to expect

🔍 Discover: How teams are solving hard problems in applied AI right now, from prompt migration to agentic engineering to AI for small business.

💡 Hear from the people building it: Engineers, scientists, and product leaders will walk through the systems they’ve worked on and the choices behind them.

🤝 Connect: Meet other builders and innovators from Kraków’s AI community over drinks and snacks.

Talks & speakers

• Don’t Break the LLM: Recipes for Prompt Migration and Optimization
  Artem Chernodub, Staff Machine Learning Scientist at Zendesk

At Zendesk, one LLM prompt helps decide which support conversations count as automated resolutions, so prompt quality affects billing. Artem will share how his team migrates production prompts to new models without breaking behavior, and how annotation guidelines, evaluation frameworks, and shadow testing help them ship safely.

• Freedom Through Foundations: Building Organizational Baselines That Help Teams Move Faster
  Ivan Markeev, Engineering Manager at Endava

Agentic AI has changed how teams write code, and also exposed more of the cracks in how engineering orgs work. Ivan will talk about the operational basics that give teams room to experiment without creating a mess for everyone else.

• Understanding AI Perception Among Small Business Owners
  Dmytro Bulgakov, Senior Product Manager at Scaleo

Small businesses often win on flexibility and close customer relationships, but those strengths can be hard to scale. Dmytro will look at what LLMs change for SMBs, and why the strongest AI products may help small businesses keep the personal touch that sets them apart.

Save your spot, we’d love to see you there!