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Zendesk's Head of AI: We're Only 5% Through the AI Revolution in Customer Service

The technology is ready. The adoption is not, and the gap is bigger than anyone is talking about. Shashi Upadhyay, head of product, engineering, and AI at Zendesk puts it clearly: we are maybe 5% through the adoption of AI in customer service. Not 50%. Not 30%. Five percent. And the reason isn't that the technology isn't good enough. It's that ...

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