👀 A look into Zendesk's AI implementation journey | Conversations with Zendesk podcast
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🚀 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.
⏳ Timestamps:
00:00 - Start
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:
🔗 Unlock the power of AI for customer experience: zdsk.co/3X9z2tW
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