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A.I. User Group - January 8, 2024 - Recap and Continued Discussion
Posted Jan 11, 2024
Hello Zendesk Community!
For those unfamiliar, each month the A.I. User Group hosts two events. One which is an open discussion around a topic that the group has decided to discuss in depth. Users are also able to use this session to bring up any questions or problems that they are currently facing with utilizing or implementing A.I. into their customer support workstreams. Our second session is education focused. These can be anything from a speaker joining to present on a certain facet of A.I., a technical tutorial, or a deep dive into Zendesk functionality that can be enhanced with the proper usage of Artificial intelligence.
We kicked off our 2024 A.I. User Group sessions with a fantastic start this January, and it was terrific to see so many familiar faces alongside new ones!
The focus of our discussion was on setting ambitious yet achievable goals for utilizing A.I. in our customer support strategies this year. Here's a brief recap for those who couldn't attend or want to revisit the conversations had:
- Enhancing Knowledge Bases with A.I.: This was a hot topic and continued the discussion from our December session on configuring your Help Center for use with A.I. (find the slide deck here). We delved into best practices in setting up a fantastic Knowledge base that can be leveraged as a data source for A.I.
- A.I. for Low Touch Tickets: We explored the potential of A.I. in handling simple support tickets along with tools available in the Zendesk Marketplace that can assist with this task. The consensus was that by using A.I. to tackle these 'low touch' issues, we free up valuable time for our agents to focus on more complex queries. This approach isn't just about efficiency; it's about enhancing the quality of your agents' work, allowing them to be impactful where it matters most.
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Understanding Customer Sentiments Through A.I.: We discussed leveraging A.I. to gauge customer sentiments, aiming to understand their feelings even before the customer satisfaction survey (CSAT) rolls out. This proactive approach is geared towards delivering a more personalized and responsive customer experience.
Each of these goals ties into a broader vision of making our customer support more intuitive, efficient, and empathetic through the power of A.I.
Now, we'd love to hear from you! What are your plans for using A.I. in your customer support strategy this year? Your insights and plans could spark new ideas to foster collaboration within the community, or even new features or products to help us all serve our customers better.
Looking forward to our next session! In which there will be a tutorial on how to optimize handoff, escalation, and “out of office” processes by leveraging A.I.
You can also click here and join our AI User Group to get notifications of our upcoming events.
Eric Nelson
12
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