🔥 Burning AI questions answered with Zendesk’s Peter Neels | Conversations with Zendesk Podcast
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👏 On this episode, we’re joined by Peter Neels, Senior Director, Customer Experience Strategist of Zendesk.

👀 Peter shares his thoughts on the integration of AI within customer service realms, emphasizing the importance of a strategic, phased approach and the enhancement of both customer and agent experiences.

Timestamps:

03:10 - The operational impact of a phased approach to AI integration

03:52 - Prioritizing efficiently solvable customer problems through AI

04:57 - Evolving agent roles in an AI-enhanced environment

05:03 - The importance of agent fulfillment and capability enhancement via AI

06:04 - AI training tailored to mimic agent onboarding processes

07:50 - The necessity of baby steps in AI implementation for transformative business impacts

13:18 - Bridging the gap between technological capabilities and business readiness

14:50 - Strategic decision-making focused on customer needs

16:12 - Business recommendations for AI integration initiation

17:19 - A memorable customer experience narrative with Carnival Cruise

Resources Mentioned:
🔗 Zendesk CX Trends report: https://zdsk.co/48jRhPd
🔗 Zendesk Relate 2024: https://zdsk.co/49zWvre

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