How AI will help businesses understand customers better
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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.

Resources mentioned:
Zendesk CX Trends 2023 👉 https://zdsk.co/3NTvhnn

Timestamps:
Intro - 0:00
Customers' expectations around AI and the challenge for businesses to implement it safely. - 4:13
The need to distinguish between what can be automated and what needs to be escalated to a human. - 6:05
Understanding customer intent and sentiment. - 7:43
Zendesk's approach to making AI work on day one with a click of a button. - 8:20
Connecting AI with back-end systems and data to create personalized experiences. - 11:22
The role of AI in omnichannel experiences. - 14:33
Transparency and building trust in AI. - 21:05
Industry-wide standards for implementing AI. - 24:05
Making the world a better place for both customers and agents. - 27:38

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