On this episode, we’re joined by Brent Pliskow, General Manager and Vice President of Customer Support at Upwork. Brent shares his expertise in integrating AI with human-driven customer service to elevate both customer and agent experiences.
Key Takeaways:
(03:21) Upwork’s role as a global work marketplace.
(04:17) How Upwork handles payments and disputes to ensure smooth transactions.
(06:52) The introduction and impact of AI on Upwork’s customer support.
(08:00) Brent’s insights on the transformative power of ChatGPT at Upwork.
(09:00) The significant improvement in self-service rates due to AI integration.
(10:19) Enhancing first contact resolution with technology.
(11:28) The shift in the nature of customer support queries received by agents.
(18:21) Brent’s perspective on the future of technology at Upwork and beyond.
(23:50) The memorable customer service experience that impacted Brent personally.
Resources Mentioned:
Brent Pliskow - https://www.linkedin.com/in/bpliskow/
Upwork - https://www.linkedin.com/company/upwork/
Unlocking the Power of AI for CX webinar - https://www.zendesk.com/mc/ai-for-cx-webinar/
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#CX #CustomerService #CustomerExperience
Zendesk Insights - Exploring the trends, technologies, and innovations shaping the future of customer service