• Building AI-powered experiences for humans with Upwork’s Brent Pliskow

  • May 22 2024
  • Duración: 27 m
  • Podcast

Building AI-powered experiences for humans with Upwork’s Brent Pliskow Por arte de portada

Building AI-powered experiences for humans with Upwork’s Brent Pliskow

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  • Resumen

  • 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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