Layering AI onto legacy service architecture produces incremental improvements on a model that was not designed for autonomous resolution at scale. In this Six Five On The Road conversation at Zendesk Relate 2026, Vishnu Parimi, VP of Product at Zendesk, joins Keith Kirkpatrick and Melody Brue to examine what AI-native service operations actually require: unified resolution systems, specialized agents built for domain-specific workflows, and governance embedded into the architecture from the start rather than retrofitted after deployment.

Accenture and ServiceNow launched the Forward Deployed Engineering program at Knowledge 2026 to address the delivery gap that keeps 88% of enterprise AI initiatives from reaching scale production. David Kanter, Senior Managing Director and Global Head of the ServiceNow Business Alliance at Accenture, and Miku Jha, GVP of Applied AI and Forward Deployed Engineering at ServiceNow, outline how embedding co-engineering teams inside customer environments from day one, backed by 300+ agentic AI workflows and a governance-first architecture, changes what enterprise AI deployment actually produces.

Incremental automation has reached the limits of what it can deliver for enterprise service organizations. In this Six Five On The Road conversation at Zendesk Relate 2026, Zendesk CEO Tom Eggemeier joins Keith Kirkpatrick and Melody Brue to examine the shift toward autonomous service operations, why specialized AI agents are replacing generalist automation, how resolution-based pricing is rewriting the economics of the service platform market, and what enterprises must do now to prepare for an increasingly agentic CX environment.