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. 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 - https://www.linkedin.com/in/cristinanfonseca/Zendesk - https://www.linkedin.com/company/zendesk/Zendesk's CX Trends 2023 - https://cxtrends.zendesk.com/?redirect=trends/introduction#registerSign up for a free trial at Zendesk.com #CX #CustomerService #CustomerExperience

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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