Burning AI questions answered with Zendesk's Peter Neels | Conversations with Zendesk Podcast
🔥 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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