Zendesk Community Event: How to prepare your team for AI Driven CX

Описание: On August 1, we hosted an engaging event on "How to Prepare your Team for AI Driven CX." Attendees learned best practices for involving teams in AI adoption and heard valuable insights from Heather Eeles, VP of Client Support at Benevity, who shared her experiences with implementing AI tools. The session highlighted the importance of engaging team members to ensure smooth integration and maximize the benefits of AI. Below, you'll find resources, the event recording, and answers to the top questions from our Q&A session. Don't miss out on these valuable takeaways to help prepare your team for an AI-driven future.

Timestamps:
00:00 - Introductions
00:55 - Event Agenda
02:45 - Event Speakers
03:15 - The role of agents with AI
04:00 - CX Leaders vs. Agents on AI
04:46 - How to evolve with Agent AI
05:35 - Preparing your agents for AI Driven CS
06:00 - Helping Agents view AI as a partner
07:45 - Implement AI deliberately to build trust
09:25 - Onboard your new agents faster
10:55 - Boost team performance and service quality
12:20 - Harness insights for continuous improvement
16:55 - Fireside Chat with Benevity
33:10 - Live Q&A
33:45 - Our team has yet to adopt AI, where do you recommend getting started?
35:20 - What is the biggest change for agents with AI?
36:20 - Which AI tool has been your single biggest time saver for your agents?
37:50 - Are we able to use AI for one brand and turn it off for another?
38:30 - How can we set expectations with customers about AI vs human support?
40:10 - What do AI bots actually do and what are they capable of?
41:30 - Is it possible for the bot to hold a conversation instead of answering questions one by one?
42:50 - When should I use an answer flow when I have generative bot replies enabled?
44:10 - Is there a way to train the AI agent to speak with our company language?
44:45 - Do you have any tips on how to make the bot smarter?
46:30 - What is the best way to structure help center articles to get the best results with AI?
49:25 - Can the Zendesk bot (AI agent) reference content outside of our help center?
50:25 - How can we integrate AI into the Explore tool?
53:10 - How do you see the roadmap of AI developing over the next 12-18 months and how to we stay on top of it all?

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