Zendesk CEO Tom Eggemeyer joins Michael Krigsman to discuss the impact of AI CX on customer expectations. They explore real-world lessons from the Zendesk AI journey, including what has worked and what hasn't. Learn how customer service is being reshaped by ChatGPT and artificial intelligence and machine learning.
Key Topics Covered:
- The shift from traditional chatbots to reasoning AI agents
- Why Zendesk only gets paid when AI successfully resolves issues
- How AI is more accurate (and sometimes more empathetic) than humans
- The surprising ways AI is changing customer service metrics
- Real-world examples of AI successes and failures
- The future of work in an AI-dominated landscape
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π· Episode takeaways: https://www.cxotalk.com/episode/zendesk-ceo-on-ai-in-customer-experience-what-works-what-doesnt-and-whats-next
00:00 π€ Introduction to Zendesk and AI in Customer Support
01:04 βοΈ The Realities and Challenges of AI Implementation
05:32 π Zendesk's Transformation and the Future of AI in Customer Support
09:21 π Transitioning to AI: Challenges and Reactions
11:23 π€ AI in Customer Support: From Reactive to Proactive
16:38 π Transparency and Use Cases in AI Decision-Making
19:12 β
The Role of Quality Assurance in AI-Driven Customer Service
21:39 π€ AI Adoption and Industry-Specific Applications
28:05 π€ Balancing AI and Human Touch in Customer Service
31:16 π€ AI as a Strategic Differentiator in Customer Experience
35:22 π Evolving Metrics and Challenges in AI-Driven CX
38:27 π AI's Broader Implications and the Future of Work
42:33 π The Role of Data in AI Development
45:33 π€ AI's Impact on Jobs and Customer Experience
47:52 π Preparing for the AI Era and Data Privacy
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