Building AI-powered experiences for humans with Upwork’s Brent Pliskow

On this episode, we’re joined by Brent Pliskow, General Manager and Vice President of Customer Support at Upwork. Brent shares his expertise in integrating AI with human-driven customer service to elevate both customer and agent experiences.

Key Takeaways:

(03:21) Upwork’s role as a global work marketplace.

(04:17) How Upwork handles payments and disputes to ensure smooth transactions.

(06:52) The introduction and impact of AI on Upwork’s customer support.

(08:00) Brent’s insights on the transformative power of ChatGPT at Upwork.

(09:00) The significant improvement in self-service rates due to AI integration.

(10:19) Enhancing first contact resolution with technology.

(11:28) The shift in the nature of customer support queries received by agents.

(18:21) Brent’s perspective on the future of technology at Upwork and beyond.

(23:50) The memorable customer service experience that impacted Brent personally.

Resources Mentioned:

Brent Pliskow - https://www.linkedin.com/in/bpliskow/

Upwork - https://www.linkedin.com/company/upwork/

Unlocking the Power of AI for CX webinar - https://www.zendesk.com/mc/ai-for-cx-webinar/

Sign up for a free trial atZendesk.com.

#CX #CustomerService #CustomerExperience