🚀 Using AI for better customer and agent experiences with @Upwork | Conversations with Zendesk podcast
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💡 On this episode of Conversations with Zendesk, we’re joined by Brent Pliskow, General Manager and Vice President of Customer Support at Upwork. Brent shares his expertise in integrating AI with human-driven customer service to elevate both customer and agent experiences.

⏳ Timestamps:

00:00 - Start

03:21 - Upwork’s role as a global work marketplace

04:17 - How Upwork handles payments and disputes to ensure smooth transactions

06:52 - The introduction and impact of AI on Upwork’s customer support

08:00 - Brent’s insights on the transformative power of ChatGPT at Upwork

09:00 - The significant improvement in self-service rates due to AI integration

10:19 - Enhancing first contact resolution with technology

11:28 - The shift in the nature of customer support queries received by agents

18:21 - Brent’s perspective on the future of technology at Upwork and beyond

23:50 - The memorable customer service experience that impacted Brent personally

Resources mentioned:
🔗 Unlocking the Power of AI for CX webinar: https://zdsk.co/44YnL1p

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