Skip to content
Sonic
AI
Sonic
AI
Home
Discover
Ask Sonic
Projects
Use with Claude or ChatGPT
Show me around
Request source or feature
AI Is Already Resolving 90% of Customer Service Tickets - and It's Getting Smarter | Shashi Upadhyay, Zendesk, Sonic AI
Home
/
Eye On A.I.
/
AI Is Already Resolving 90% of Customer Service Tickets - and It's Getting Smarter | Shashi Upadhyay, Zendesk
Eye On A.I.
Notify me
•
Jun 12, 2026
•
57:17
Interview
AI Is Already Resolving 90% of Customer Service Tickets - and It's Getting Smarter | Shashi Upadhyay, Zendesk
Shashi Upadhyay
(Head of Product and Engineering, Zendesk, guest)
Get the full transcript next time Eye On A.I. releases an episode
Summary, key quotes, top claims, and the searchable transcript — emailed automatically. No card needed.
Sign up
Executive Summary
Zendesk is leveraging agentic AI to automate customer service, achieving 70-90% resolution rates for top customers by moving beyond simple Q&A to systems that can reason and take action.
The company has pursued an aggressive acquisition strategy, purchasing seven companies including Forethought, Klaus, and Ultimate, to build a comprehensive, self-improving AI platform.
Zendesk employs a "Resolution Learning Loop" where the AI studies every interaction, successful or not, to continuously improve its ability to solve problems, and uses a multi-model LLM strategy (OpenAI, Anthropic, Gemini, open-source) to optimize for different tasks.
The future vision is a "golden age of service" where 90% of issues are solved instantly by AI, human agents are freed for high-value complex problems, and personal AI agents may handle service requests on behalf of users.
Continue your research
Keep pulling the thread on Shashi Upadhyay.
The Rise of Agentic AI in Customer Service
Self-Improving Systems and the Resolution Learning Loop
AI Strategy via Acquisition and Multi-Model Approach
Or ask anything across 400+ expert conversations
12
quotes
Transcript
Key Arguments
Analysis
Quotes & Entities
12
Related
Loading transcript...
Processed Jun 17, 2026
Daily intelligence brief →
yt-dlp + mlx-whisper + Gemini