Unlock the Value of AI for Customer Service

Unlock the Value of AI for Customer Service

Helen Yu 12/10/2023
Unlock the Value of AI for Customer Service

Experience the latest customer experience trends and AI strategies live and in person with fellow business leaders at Zendesk Showcase Chicagohttps://zdsk.co/ChiShowcase

Customer expectations have undergone a seismic shift. Immediate, personalized service across various channels is the new norm, rendering yesterday’s customer experience inadequate.  The landscape has evolved, and patience for delays has dwindled.  As someone who has held executive roles in customer experience within global companies, I've grappled with challenges like limited control and visibility into customers' experiences, high agent turnover, and isolated data. The realm of CX is ever-changing, and AI is a key player in this transformation.

What if there existed an intelligent core of customer experiences? Imagine augmenting your customer service agents with Generative AI, capable of conversing fluently in customer service language. Picture a bot that engages with your customers in a remarkable new way, enhancing the speed and efficiency of your agents. What if your agent encounters a similar case or needs to break down a complex technical issue into actionable steps for customers? What if your knowledge base automatically updates itself and guides customers through self-service before they even log support tickets? Those what ifs are no longer fairy tales.   

I recently attended an AI event from Zendesk, the customer experience software company, and here are some of my key takeaways:

  1. Top companies globally are not just incorporating AI into their products; they're building their businesses around AI, making it integral to their operations, from idea generation to product development and customer support.

  2. The rapid pace of change can be overwhelming. Questions about deploying AI, the need for data scientists, data accuracy, and data security are common. You're not alone if you have these concerns.

  3. AI is reshaping customer experiences by providing quicker, more personalized solutions, increasing agent satisfaction and retention, enhancing employee experiences through self-service, smarter case routing, and easier ticket disposition, and reducing the cost of serving each customer with AI-driven self-service.

  4. Combining AI with deep CX expertise, Zendesk automated 1 billion actions, equivalent to thousands of years saved.

  5. Zendesk CEO Tom Eggemeier, emphasized the importance of AI and humans working together to make it easier for businesses to improve.

  6. Lisa Kant, SVP of Product Marketing, introduced several exciting AI features, including #ZendeskAI for knowledge base, Zendesk AI for agents (offering intelligent triage, summarization, and similar ticket detection), and Zendesk AI for voice (coming later this year).

  7. Candace Marshall, Senior Director of Product Marketing, announced the launch of 300 new AI-powered intents for employee experiences, focusing on IT and HR.

  8. For those needing control and flexibility, Zendesk ensures all products are wrapped with privacy, security, and governance. Advanced data privacy and protection options allow customers to automate and control data visibility, identify and prevent risks and choose how they encrypt data. In a continuously evolving CX landscape, Zendesk remains committed to prioritizing customers and employees, delivering smart and empathetic experiences—the intelligent heart of customer experience: simple, elegant, cost-effective, and secure.

What lies ahead for AI and CX? Unlocking new levels of productivity? Improving customer satisfaction? I'd love to hear your thoughts.

To delve deeper into these exciting developments:

Watch the Zendesk event on-demand here: https://zdsk.co/zendeskaievent

Register for the #ZendeskShowcase Chicago live event: https://zdsk.co/ChiShowcase

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Helen Yu

Innovation Expert

Helen Yu is a Global Top 20 thought leader in 10 categories, including digital transformation, artificial intelligence, cloud computing, cybersecurity, internet of things and marketing. She is a Board Director, Fortune 500 Advisor, WSJ Best Selling & Award Winning Author, Keynote Speaker, Top 50 Women in Tech and IBM Top 10 Global Thought Leader in Digital Transformation. She is also the Founder & CEO of Tigon Advisory, a CXO-as-a-Service growth accelerator, which multiplies growth opportunities from startups to large enterprises. Helen collaborated with prestigious organizations including Intel, VMware, Salesforce, Cisco, Qualcomm, AT&T, IBM, Microsoft and Vodafone. She is also the author of Ascend Your Start-Up.

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