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/

Sign up for a free trial at Zendesk.com.

#CX #CustomerService #CustomerExperience