The Reasoning Show

The Future of Service belongs to Self-Improving AI

SUMMARY:  Today’s episode is all about a transformation happening in customer service—one that’s moving us from static systems and scripted workflows into something far more dynamic: AI systems that can actually learn and improve over time. GUEST: Shashi Upadhyay (President of Product, Engineering, and AI at Zendesk) SHOW: 1015 SHOW TRANSCRIPT: The Reasoning Show #1015 Transcript [https://docs.google.com/document/d/1RwTzguaZi7ceqZbdpA2x1DeAtG86fPBvSAi9wrDEPb8/edit?usp=sharing] SHOW VIDEO: https://youtu.be/IQaxE-DjIpo [https://youtu.be/IQaxE-DjIpo] SHOW SPONSORS: * ShareGate - ShareGate Protect. Microsoft 365 Governance, we got this! [http://sharegate.com/protect] * Nasuni - Activate your data for AI and request a demo [https://nasuni.com/AI] SHOW NOTES: * The future of service belongs to self-improving AI [https://www.zendesk.com/blog/zip1-forethought-future-of-service-self-improving-ai/] Topic 1 - Welcome to the show. Tell us a bit about your background and your focus today.  Topic 2 - You describe this moment as a shift from systems of record to intelligent systems of action. What’s fundamentally broken in today’s customer service model that’s forcing this transition now? What changed in the last 2–3 years to make this possible? Topic 3 - There’s been a lot of AI in customer service that overpromised and underdelivered. What are the biggest gaps between what customers actually need—like resolution—and what legacy automation has been delivering? Topic 4 - The concept of a “self-improving” system is really powerful. What’s actually new here—what enables AI to improve with every interaction without constant human tuning? Topic 5 - You’ve moved from assistive copilots to what you call “agentic AI” that can resolve issues end-to-end. Where are we today on that journey—and what still requires human involvement? Topic 6 - Voice has historically been one of the hardest channels to automate. What changes with this new generation of AI that makes even complex, multi-step voice interactions solvable? Topic 7 - If we fast-forward 2–3 years, what does a “best-in-class” customer service experience look like in an AI-first world? FEEDBACK? * Email: show @ reasoning dot show * Bluesky: @reasoningshow.bsky.social [https://bsky.app/profile/cloudcastpod.bsky.social] * Twitter/X: @ReasoningShow [https://x.com/ReasoningShow] * Instagram: @ [https://www.instagram.com/cloudcastpod/]reasoningshow * TikTok: @reasoningshow [https://www.tiktok.com/@reasoningshow]

AI News of the Month for March 2026

SUMMARY:  Brian (@bgracely) and Brandon Whichard (@bwhichard, Software Defined Talk and Failover Media) discuss the biggest AI news stories from the month of March, 2026.  SHOW: 1014 SHOW TRANSCRIPT: The Reasoning Show #1014 Transcript [https://docs.google.com/document/d/1VBq67f-zA9WrC1TE6ixDmp5gGxtCEsT0Hl7V3688lHc/edit?usp=sharing] SHOW VIDEO: https://youtu.be/XwyAC-hxOQY [https://youtu.be/XwyAC-hxOQY] SHOW SPONSORS: * VENTION - Ready for expert developers who actually deliver? Visit ventionteams.com [http://ventionteams.com/] SHOW NOTES: * Links to all the AI News covered in this months show [https://docs.google.com/document/d/1FVt4ha-4TNakkoQpBnT45kIKgsGGNpeeoD9fzE3CVeU/edit?usp=sharing] FEEDBACK? * Email: show @ reasoning dot show * Bluesky: @reasoningshow.bsky.social [https://bsky.app/profile/cloudcastpod.bsky.social] * Twitter/X: @ReasoningShow [https://x.com/ReasoningShow] * Instagram: @ [https://www.instagram.com/cloudcastpod/]reasoningshow * TikTok: @reasoningshow [https://www.tiktok.com/@reasoningshow]

Living the Claude-centric Life

SUMMARY: With @bwhichard, we dig into how daily work-life changes when you make @AnthropicAI @claudeai the center of all workflow activities.  SHOW: 1013 SHOW TRANSCRIPT: The Reasoning Show #1013 Transcript [https://docs.google.com/document/d/1b-Uj-YVEllQzrLol78dZ0ubSgQLdCG7_2FIY8_249jQ/edit?usp=sharing] SHOW VIDEO: https://youtu.be/zEmEH0t67js [https://youtu.be/zEmEH0t67js] SHOW SPONSORS: * VENTION - Ready for expert developers who actually deliver? Visit ventionteams.com [http://ventionteams.com/] SHOW NOTES: Topic 1 - How long have you been living the Claude-life, and when did it dawn on you to make this central to your day-to-day activities?  Topic 2 - What were the biggest hurdles you had to overcome before you trusted the system and started letting it have ownership over tasks and workflows? Topic 3 - What are some of your best practices in terms of machine setup, how or where you store data, how you decide what to give it access to? Walk me through your thoughts around things like keeping things simple, where to be complex, how you think about security, etc. Topic 4 - How are you learning to give it more responsibilities, or just figure out new ways to be productive with it?  * Good resources you’re pulling from?  * Any tips to make it use less tokens? * Skills marketplaces? Topic 5 - What have been some of the biggest barriers to successful adoption, or just areas where you’re still struggling to get it to do the things you want? Or are you still in the learning curve stage and things just keep growing on one another? Topic 6 - If you took the knowledge and skills you have now in Claude-life into your day-job, how do you see yourself working, as well as working with the rest of your team/teams? Would it bother you if you didn’t think they were using AI tools as much?  FEEDBACK? * Email: show @ reasoning dot show * Bluesky: @reasoningshow.bsky.social [https://bsky.app/profile/cloudcastpod.bsky.social] * Twitter/X: @ReasoningShow [https://x.com/ReasoningShow] * Instagram: @ [https://www.instagram.com/cloudcastpod/]reasoningshow * TikTok: @reasoningshow [https://www.tiktok.com/@reasoningshow]

Three Thoughts from NVIDIA GTC 2026

SUMMARY: We dig into the NVIDIA GTC keynote and highlight three things - accelerated computing for everything, the complexity of the new inference stack, and NVIDIA’s “open” software stack including NemoClaw. SHOW: 1012 SHOW TRANSCRIPT: The Reasoning Show #1012 Transcript [https://docs.google.com/document/d/1ru6-Rze6MedVhZphYGxIrqDfxQ1Xm8nArsqmSgOg8Pw/edit?usp=sharing] SHOW VIDEO: https://youtu.be/aXOr91q76yM [https://youtu.be/aXOr91q76yM] SHOW SPONSORS: * VENTION - Ready for expert developers who actually deliver? Visit ventionteams.com [http://ventionteams.com/] SHOW NOTES: * NVIDIA GTC 2026 (Keynote) [https://www.youtube.com/watch?v=jw_o0xr8MWU] * NVIDIA NemoClaw [https://www.nvidia.com/en-us/ai/nemoclaw/] - OpenClaw + OpenShell + NVIDIA Agent Toolkit * NVIDIA adds Groq LPU to their rack systems [https://www.theregister.com/2026/03/19/nvidia_lpx_deep_dive/] * NVIDIA to invest $26B in Open Weight Models [https://www.wired.com/story/nvidia-investing-26-billion-open-source-models/] * Interview with Jensen about Accelerated Computing [https://stratechery.com/2026/an-interview-with-nvidia-ceo-jensen-huang-about-accelerated-computing/] (Stratechery) Topic 1 - Jensen’s trying to paint the bigger picture of accelerated computing everywhere (robotics, autonomous driving, gen-ai, physical ai - but also just everyday enterprise apps). Everything is about keeping the stock price up, and margins high. The stock price provides the warchest to fight off all foes.  Topic 2 - The inference architecture is a complex mix of GPUs, CPUs, ASICs/LPUs, high-speed networking and seems very different from the training architecture. How big is the burden on data center providers? What are the inference alternatives emerging?  Topic 3 - Jensen talked a lot about OpenClaw and eventually about NVIDIA’s NemoClaw. How does his interest in Agentic AI tie into his interest in building NVIDIA’s own frontier model FEEDBACK? * Email: show @ reasoning dot show * Bluesky: @reasoningshow.bsky.social [https://bsky.app/profile/cloudcastpod.bsky.social] * Twitter/X: @ReasoningShow [https://x.com/ReasoningShow] * Instagram: @ [https://www.instagram.com/cloudcastpod/]reasoningshow * TikTok: @reasoningshow [https://www.tiktok.com/@reasoningshow]

Kagenti - A Kubernetes Control Plane for AI Agents

SUMMARY: Morgan Foster talks about the Kagenti project, which enables an AI Agent agnostic framework for security, authentication, identity and zero-trust. SHOW: 1011 SHOW TRANSCRIPT: The Reasoning Show #1011 Transcript [https://docs.google.com/document/d/1u7Hh06aPXxW94ihbRGyVf1bnkwZLwq9auXlRDL_XKXA/edit?usp=sharing] SHOW VIDEO: https://youtu.be/djFZruLEDiw [https://youtu.be/I-7EPHgSwII] SHOW NOTES: * Kagenti (homepage) [https://kagenti.github.io/.github/] * Kagenti (use-cases) [https://github.com/kagenti/kagenti/blob/main/docs/use-case-types.md] * “Old Things that look like Agents” [https://usize.github.io/blog/2026/old-things-that-look-like-agents.html] * “What makes Agents different?” [https://usize.github.io/blog/2025/october/what-makes-agents-different] * CNV - What Makes Agents Different? [https://www.youtube.com/watch?v=wettr4kyP84] * “Handing your phone to a stranger, why Agents need their own identity” [https://usize.github.io/blog/2025/november/agent-identity.html] Topic 1 - Welcome to the show. Tell us a little bit about your background and areas you focus on today.  Topic 2 - Tell us a bit about the Kagenti project and the types of challenges it’s trying to solve for Agentic AI deployments.  Topic 3 - How much commonality exists between different Agentic frameworks that a common, agnostic agentic orchestration approach can work? And how much difference still exists and would drive companies to silo’d deployments?  Topic 4 - How far should an Agentic Orchestration framework go, and what types of things do you expect will still be Agentic framework dependent?  * Is Kagenti more of a control-plane element, or more of a data-plane element?  Topic 5 - As Kagenti evolves, what are some of the adjacent things that people should be keeping an eye on that might be a dependency, or could shift the direction of the project? FEEDBACK? * Email: show @ reasoning dot show * Bluesky: @reasoningshow.bsky.social [https://bsky.app/profile/cloudcastpod.bsky.social] * Twitter/X: @ReasoningShow [https://x.com/ReasoningShow] * Instagram: @ [https://www.instagram.com/cloudcastpod/]reasoningshow * TikTok: @reasoningshow [https://www.tiktok.com/@reasoningshow]