Zendesk

On this episode, we’re joined by <a href="https://www.linkedin.com/in/cristinanfonseca/" rel="noopener noreferrer" target="_blank">Cristina Fonseca</a>, Vice President, Product at <a href="https://www.linkedin.com/company/zendesk/" rel="noopener noreferrer" target="_blank">Zendesk</a>. 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. We discuss: - (4:13) Customers' expectations around AI and the challenge for businesses to implement it safely.- (6:05) The need to distinguish between what can be automated and what needs to be escalated to a human. - (7:43) Understanding customer intent and sentiment.- (8:20) Zendesk's approach to making AI work on day one with a click of a button.- (11:22) Connecting AI with back-end systems and data to create personalized experiences.- (14:33) The role of AI in omnichannel experiences.- (21:05) Transparency and building trust in AI.- (24:05) Industry-wide standards for implementing AI.- (27:38) Making the world a better place for both customers and agents. Resources mentioned: Cristina Fonseca - <a href="https://www.linkedin.com/in/cristinanfonseca/" rel="noopener noreferrer" target="_blank">https://www.linkedin.com/in/cristinanfonseca/</a>Zendesk - <a href="https://www.linkedin.com/company/zendesk/" rel="noopener noreferrer" target="_blank">https://www.linkedin.com/company/zendesk/</a>Zendesk's CX Trends 2023 - <a href="https://cxtrends.zendesk.com/?redirect=trends/introduction#register" rel="noopener noreferrer" target="_blank">https://cxtrends.zendesk.com/?redirect=trends/introduction#register</a> Sign up for a free trial at <a href="Zendesk.com" rel="noopener noreferrer" target="_blank">Zendesk.com</a> #CX #CustomerService #CustomerExperience

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.


How AI will help businesses understand customers better with Zendesk’s Cristina Fonseca

Customer relationships are part of any business. Making them great is the next step. At Zendesk, we are here to help you create the best customer experiences and get the best results for your business.On the Conversations with Zendesk podcast, we explore trends in customer experience and share what Zendesk is developing for you. We will be talking about messaging channels, the power of self-service, integrations, conversational CRM, AI and no-code. Like and subscribe to receive new episodes every other week. Visit&nbsp;<a href="http://www.zendesk.com/blog" rel="noopener noreferrer" target="_blank">www.zendesk.com/blog</a>&nbsp;for updates, bonus content, and more.

How AI will help businesses understand customers better with Zendesk’s Cristina Fonseca

Today's Host

Nicole Saunders