Shashi Upadhyay
President of Product, Engineering, and AI at Zendesk with a background in machine learning and product leadership, focused on applying AI to customer service and support.
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Apr 1, 2026 • 34min
The Future of Service belongs to Self-Improving AI
Shashi Upadhyay, President of Product, Engineering, and AI at Zendesk, a machine learning and product leader focused on customer service. He talks about the shift from static systems to intelligent systems of action. He explores self-improving AI that learns from interactions. He discusses agentic AI resolving end-to-end issues and how advances make voice automation feasible.
