AI agents are already acting on behalf of businesses, and adoption is moving faster than many organizations’ ability to govern them. As their autonomy grows, an inaccurate answer can become an unauthorized refund, policy exception, or exposure of customer data. The question is no longer simply whether the technology works, but whether it has the right controls, oversight, and accountability.

IIn this webinar, IDC Research Director Tapan Patel and Zendesk AI security leader Béatrice Moissinac share practical guidance for building trustworthy AI into your customer service operations. You’ll learn:

• How to use the “govern, guard, and ground” framework to deploy AI agents more responsibly

• How continuous testing, monitoring, and audit trails can help protect your customers and your brand

• What to ask AI vendors about security, escalation, transparency, and failures in production

and much more. Whether you're evaluating your first AI agent or expanding automation across more customer interactions, you’ll leave with practical questions and frameworks you can use to make more confident decisions.