CX In The Wild

Empowering Humanity: AI's Role in the Future of Customer Service

February 20, 2024 Dennis Wakabayashi Season 6 Episode 9
CX In The Wild
Empowering Humanity: AI's Role in the Future of Customer Service
Show Notes

Diving into the heart of AI-driven customer experience, we chat with Anna Startseva, Director at Freshworks. As Freshworks celebrates its 13th year, Anna shares how the company leverages AI to revolutionize customer service across multiple channels, making advanced technology accessible to businesses of all sizes. She demystifies AI for the customer experience sector, emphasizing Freshworks' approach to seamless, built-in AI features that bolster both agent efficiency and decision-making for leaders.

Addressing the challenges of AI integration, from security concerns to the transformational hurdles businesses encounter, Anna highlights the importance of empathy and human connection in customer interactions. With Freshworks at the helm, she illustrates a future where technology enhances rather than replaces the human element in customer service. The discussion also covers Freshworks' latest innovations, like instant coaching for agents and insightful analytics for leaders, illustrating a commitment to improving operational performance with AI.

Anna's insights invite listeners to explore AI's potential firsthand, underscoring the importance of staying engaged with emerging technologies. Join us for a forward-looking conversation on how Freshworks is shaping the future of customer experience with AI.

Anna Startseva on LinkedIn: linkedin.com/in/anna-startseva-b3b7a84

Learn more about Jason's work at their website: https://www.freshworks.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi