The Enterprise AI Show · 2026-04-01 · 34 min
SUMMARY: Today’s episode is all about a transformation happening in customer service - one that’s moving us from static systems and scripted workflows into something far more dynamic: AI systems that can actually learn and improve over time. GUEST: Shashi Upadhyay (President of Product, Engineering, and AI at Zendesk) SHOW: 1015 SHOW TRANSCRIPT: The Reasoning Show #1015 Transcript SHOW VIDEO: SHOW SPONSORS: ShareGate - ShareGate Protect. Microsoft 365 Governance, we got this! Nasuni - Activate your data for AI and request a demo SHOW NOTES: The future of service belongs to self-improving AI Topic 1 - Welcome to the show. Tell us a bit about your background and your focus today. Topic 2 - You describe this moment as a shift from systems of record to intelligent systems of action. What’s fundamentally broken in today’s customer service model that’s forcing this transition now? What changed in the last 2 - 3 years to make this possible? Topic 3 - There’s been a lot of AI in customer service that overpromised and underdelivered. What are the biggest gaps between what customers actually need - like resolution - and what legacy automation has been delivering?
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