How AI helps companies enhance the customer experience and control costs

For CX leaders, the current moment can feel a bit like whiplash: on the one hand, rising customer expectations and tighter budgets pose significant challenges to their businesses, yet rapid developments in artificial intelligence promise to radically elevate customer experiences.

So the question many leaders have been asking is, “Will AI help my company reduce costs and provide richer experiences to customers?” To explore this topic, Conversations with Zendesk host Nicole Saunders spoke with Jared Loman, vice president of customer experience at Kajabi, and Zendesk’s Caitlin Keohane, Senior Vice President, Global Customer Advocacy.

During the course of the episode, Loman and Keohane dove into how AI will enable companies to keep staffing costs flat despite rising customer inquiries, and how AI-powered chatbots will play a key role in surfacing relevant self-service content while assisting with triage and routing. Meanwhile, both see AI as a powerful tool to help agents provide hero-level service and offer customers the kind of immersive, conversational experiences they increasingly demand.

This debut episode of Conversations with Zendesk marks the first of a two-part series about AI’s ability to help businesses control costs and drive customer retention—be sure to listen to the second episode on May 31, which will again feature Loman as well as Maddie Hoffman, Zendesk’s director of self-service and automation.