On this episode, 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.Key Takeaways:(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:Brent Pliskow - https://www.linkedin.com/in/bpliskow/Upwork - https://www.linkedin.com/company/upwork/Unlocking the Power of AI for CX webinar - https://www.zendesk.com/mc/ai-for-cx-webinar/Sign up for a free trial at Zendesk.com.#CX #CustomerService #CustomerExperience

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