BUSINESS INSIGHTS
ATTENDEES AT THE WORKSHOP DISCUSSED HOW AI HAS TRANSFORMED THE DAY-TO-DAY WORK OF AGENTS, ADMINS AND CX LEADERS.
to rise to customers’ increasingly high expectations while also managing efficiency, while highlighting how their own business is embracing AI.
The second discussion, Modernising
the Agent Experience: Empowering Teams to Boost Productivity with AI Innovation, focused on how organisations’ human agent workforce will evolve from transactional frontline workers to supervisors and orchestrators as frontline support evolves to be 100 % AI-first.
Zendesk’ s AI Impact Study highlighted how 91 % of AI-powered CX teams report increased productivity and efficiency as it allows agent to focus on problem-solving rather than repetitive tasks.
One of the biggest benefits, the report found, has been AI’ s ability to assist agents in real-time. AI suggests responses, retrieves customer history and even flags potential issues before they escalate. This has helped reduce handle times and improve overall efficiency.
For admins and CX leaders, AI has unlocked new strategic opportunities. With AI analysing trends and automating reporting, leaders now have deeper insights into performance metrics, helping them make data-driven decisions faster.
Attendees at the workshop discussed how AI has transformed the day-to-day work of agents, admins and CX leaders, as well how they see AI and human expertise working together to create better customer experiences in their organisation.
Commenting on the event, Lelani Lewis, one of the moderators, said it was interesting to see the varying stages of technology adoption at the table, with some not using it at all and others familiar with Zendesk but unsure how to use it for more complex tasks.
Attendees ended the session with a buffet lunch and further opportunity to network with peers before the day came to a close. x
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