Layering AI onto legacy service architecture produces incremental improvements on a model that was not designed for autonomous resolution at scale. In this Six Five On The Road conversation at Zendesk Relate 2026, Vishnu Parimi, VP of Product at Zendesk, joins Keith Kirkpatrick and Melody Brue to examine what AI-native service operations actually require: unified resolution systems, specialized agents built for domain-specific workflows, and governance embedded into the architecture from the start rather than retrofitted after deployment.

Incremental automation has reached the limits of what it can deliver for enterprise service organizations. In this Six Five On The Road conversation at Zendesk Relate 2026, Zendesk CEO Tom Eggemeier joins Keith Kirkpatrick and Melody Brue to examine the shift toward autonomous service operations, why specialized AI agents are replacing generalist automation, how resolution-based pricing is rewriting the economics of the service platform market, and what enterprises must do now to prepare for an increasingly agentic CX environment.

Faster AI responses did not solve the enterprise service problem. The shift now is to resolution as the organizing principle for service platform design. In this Six Five On The Road conversation at Zendesk Relate 2026, Shashi Upadhyay, President of Product, Engineering, and AI at Zendesk, joins Melody Brue and Keith Kirkpatrick to examine what autonomous service systems require at the architecture level, why fragmented tooling prevents consistent AI outcomes, how specialized agents outperform generalist models in production environments, and what will define the next generation of CX platforms as AI becomes embedded into core operational workflows.