AI Is Already Resolving 90% of Customer Service Tickets - and It's Getting Smarter | Shashi Upadhyay
Zendesk's AI agents are already resolving 70 to 90% of customer service tickets, and the system is designed to get smarter every single time it fails. In this episode, Craig Smith sits down with Shashi Upadhyay, head of product, engineering, and AI at Zendesk, to explain what he calls the resolution learning loop, a self-improving system that studies every failed interaction, learns what the human did to fix it, and uses that knowledge to do better next time. Upadhyay explains why Zendesk acquired Forethought, a company founded before ChatGPT that was already building AI agents from scratch…
