How AI will help businesses understand customers better with Zendesk’s Cristina Fonseca

Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience - A podcast by Zendesk: Customer Service Software & Sales CRM

Categories:

Business Technology

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

#CX #CustomerService #CustomerExperience