On this episode, we’re joined by Cristina Fonseca, Vice President, Product at Zendesk. Cristina shares her expert insight on how AI will impact customer service and what it takes to deliver a personalized experience that keeps customers engaged. We discuss:
- (4:13) Customers' expectations around AI and the challenge for businesses to implement it safely.
- (6:05) The need to distinguish between what can be automated and what needs to be escalated to a human. - (7:43) Understanding customer intent and sentiment.
- (8:20) Zendesk's approach to making AI work on day one with a click of a button.
- (11:22) Connecting AI with back-end systems and data to create personalized experiences.
- (14:33) The role of AI in omnichannel experiences.
- (21:05) Transparency and building trust in AI.
- (24:05) Industry-wide standards for implementing AI.
- (27:38) Making the world a better place for both customers and agents.
Resources mentioned:
Cristina Fonseca - https://www.linkedin.com/in/cristinanfonseca/
Zendesk - https://www.linkedin.com/company/zendesk/
Zendesk's CX Trends 2023 - https://cxtrends.zendesk.com/?redirect=trends/introduction#register
Sign up for a free trial at Zendesk.com
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Zendesk Insights - Exploring the trends, technologies, and innovations shaping the future of customer service