🚀 Using AI for better customer and agent experiences with @Upwork | Conversations with Zendesk podcast
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💡 On this episode of Conversations with Zendesk, 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.

⏳ Timestamps:
00:00 - Start
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:
🔗 Unlocking the Power of AI for CX webinar: [ Ссылка ]

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