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New podcast: Lessons from an AI success story—with XP’s Guilherme Kolberg



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Brett Bowser

Zendesk Community Manager

Posted May 09, 2024

Hello Community!
 

We're thrilled to announce the release of our latest podcast episode, featuring none other than the Head of CX and Customer Care at XP, Guilherme Kolberg, known affectionately as the "Brazilian Charles Schwab."

 

No description available.

 

Episode Highlights:

  • Early AI successes and initial steps at XP Inc.
  • The evolution and impact of technology at XP, reflected in annual conferences.
  • Challenges and strategies in implementing AI within large organizations.
  • How XP manages AI adoption through a hybrid centralized and decentralized approach.
  • Observing agent adaptation and the widespread unofficial use of AI.
  • The importance of AI in improving customer satisfaction and operational efficiency.
  • Balancing automation with human interaction in customer service.
  • Utilizing AI to analyze and direct customer inquiries effectively.
  • Achievements in customer deflection rates and satisfaction through AI.

Tune In Now!
 

Don't miss out on this insightful conversation that could change the way you think about investing, customer service, and AI. Whether you're a finance aficionado, a tech enthusiast, or simply curious about the latest trends, there's something in this episode for you.
 

Watch CWZ on YouTube

Listen on Spotify

Listen on Apple Podcasts

 

Until next time!


 


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