The role of AI in self-service and knowledge management I Conversations with Zendesk Podcast
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On this episode, we’re joined by Jared Loman, Vice President of Customer Experience at Kajabi ([ Ссылка ]), 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 [ Ссылка ]
Maddie Hoffman, Director of Self-Service and Automation at Zendesk
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We discuss:
Intro - 0:00
The importance of having humans review and check the quality of AI outputs - 6:57
How user expectations will change as AI adoption increases - 5:42
The types of interactions, or situations, where AI bots may not be a good fit - 10:03
Why you should define style guidelines early on in the bot development process - 10:57
Use cases of AI for knowledge management and self-service - 16:14
The role of AI for gap detection - 19:17
The unique ways AI can provide task-related recommendations to support agents - 22:10
The potential opportunities for generative AI in the field of customer service - 30:33
Why the best AI for today is AI you don’t know you’re interacting with - 35:15
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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