Shashi Upadhyay is Zendesk’s President of Product, Engineering, and AI, responsible for developing innovative products that leverage advanced AI. With a proven track record of creating transformative solutions, he combines a deep understanding of AI's potential for business transformation with a strong commitment to customer-centric design.
Before Zendesk, Shashi held a key role at Google, where he led the advertiser product portfolio and spearheaded innovation as the head of Google Ads, Google Analytics, DV3, SA3, and Performance Max, one of Google’s fastest-growing products. Prior to Google, he founded Lattice Engines, which was acquired by Dun & Bradstreet (D&B) in 2019. He played an instrumental role in D&B's public offering in 2020 and has since become an active investor in startups across diverse sectors, including energy storage, neuroscience, and enterprise infrastructure.
Shashi earned his undergraduate degree in Physics from the Indian Institute of Technology (IIT) Kanpur and went on to obtain a Ph.D. in Physics from Cornell University.
Recent Videos
Resolution as Architecture: Engineering Autonomous Service Systems That Actually Scale
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.
Six Five Summit Sessions
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AI-Driven Resolution: Transforming Customer and Employee Service
AI in service is evolving faster than many of us imagined just a year ago. Today, many organizations are no longer just experimenting with AI—they’re relying on it. In this session, Shashi Upadhyay, President of Product, Engineering, and AI at Zendesk, joined by industry analyst Melody Brue, will discuss how AI is fundamentally reshaping customer and employee service to achieve meaningful results. Drawing on Zendesk’s AI-powered Resolution Platform, the conversation will focus on intelligent AI agents that reason, learn, and take actions to resolve issues. Attendees will explore how AI is evolving from assistance to problem-solving, the collaboration between humans and AI, and the needs for adaptable automation that meets customer needs.
Decode Summit Sessions
