2025-11-04
Inside Zendesk’s dual AI leap: From reliable agents to real-time intelligence with GPT-5 and HyperArc
Presented by Zendesk
Agentic AI is currently transforming three key areas of work — creative, coding, and support — says Shashi Upadhyay, president of engineering, AI, and product at Zendesk. But he notes that support presents a distinct challenge.
"Support is special because you’re putting an autonomous AI agent right in front of your customer," Upadhyay says. "You have to be confident that it’s going to do the right thing for the customer and by the customer. Every step forward in AI should make service more dependable for both customers and human agents."
Zendesk, recently named a Leader in the 2025 Gartner Magic Quadrant for the CRM Customer Engagement Center, started impleme [...]
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