👀 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: https://zdsk.co/3X9z2tW

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