The role of AI in self-service and knowledge management I Podcast
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On this episode, we’re joined by Jared Loman, Vice President of Customer Experience at Kajabi (https://kajabi.com/), and Maddie Hoffman, Director of Self-Service and Automation at Zendesk. We build on our previous episode by exploring the role of AI in improving your self-service efforts and building effective chatbots.

Jared Loman, Vice President of Customer Experience at Kajabi https://www.linkedin.com/in/jaredloman/

Maddie Hoffman, Director of Self-Service and Automation at Zendesk
https://www.linkedin.com/in/madison-hoffman/

We discuss:

• The importance of having humans review and check the quality of AI outputs.
• How user expectations will change as AI adoption increases.
• The types of interactions, or situations, where AI bots may not be a good fit.
• Why you should define style guidelines early on in the bot development process.
• Use cases of AI for knowledge management and self-service.
• The role of AI for gap detection.
• The unique ways AI can provide task-related recommendations to support agents.
• The potential opportunities for generative AI in the field of customer service.
• Why the best AI for today is AI you don’t know you’re interacting with

Zendesk makes customer service better. We build software to meet customer needs, set your team up for success, and keep your business in sync.

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