AI in Customer Support: Enhancing Human Interaction

On this episode, we’re joined by Steven Warfield, Vice President of Customer Service and Technical Support at Zendesk. Steven shares insights into how AI is transforming customer service at Zendesk, emphasizing the importance of human interactions and career growth alongside AI implementation. He also shares valuable feedback from Zendesk customers on their experiences and preparations for an AI-powered future.

Key Takeaways:

(00:42) Turning the mic on Zendesk and AI impacts.

(01:23) Customer feedback on AI preparation.

(04:11) Enhancing efficiency and satisfaction with AI.

(05:30) Preparing agents for AI-driven changes.

(08:28) AI transforms roles into problem-solving.

(10:03) Positive agent feedback on AI tools.

(12:00) AI as a journey with pilot programs.

(14:03) Shifting to subject matter experts.

(15:47) Creating transparency for agents.

(17:03) Proving AI benefits to unlock time.

(18:11) AI focuses on meaningful interactions.

(20:39) AI impacts career opportunities and job architecture.

(22:17) Embracing change and broadening horizons with AI.

Resources Mentioned:

Steven Warfield - https://www.linkedin.com/in/steven-warfield-3645794b/

Zendesk - https://www.linkedin.com/company/zendesk/

Unlock the power of AI for customer experience - https://www.zendesk.com/mc/intelligent-cx/

Sign up for a free trial at Zendesk.com.

#CX #CustomerService #CustomerExperience