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 - - the Power of AI for CX webinar - up for a free trial at #CustomerService #CustomerExperience

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Customer relationships are part of any business. Making them great is the next step. At Zendesk, we are here to help you create the best customer experiences and get the best results for your business.On the Conversations with Zendesk podcast, we explore trends in customer experience and share what Zendesk is developing for you.We will be talking about messaging channels, the power of self-service, integrations, conversational CRM, AI and no-code.Like and subscribe to receive new episodes every other week. Visit for updates, bonus content, and more.