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

#CX #CustomerService #CustomerExperience