Steven Warfield

Steven Warfield, Vice President of Customer Service and Technical Support at Zendesk, discusses the transformative effects of AI in customer service. He emphasizes the importance of maintaining human interactions while implementing AI, enhancing both efficiency and customer satisfaction. Warfield shares feedback from Zendesk customers on how they are preparing for an AI-powered future. He outlines how AI can empower agents, shifting their roles to focus on complex problem-solving, and highlights the need for effective change management as organizations navigate this transition.