Lessons from an AI success story with XP Inc.’s Guilherme Kolberg

On this episode, we’re joined by Guilherme Kolberg, Head of CX and Customer Service at XP Inc. Guilherme shares his insights on leveraging artificial intelligence to enhance customer service and streamline operations within a financial services context.Key Takeaways: (00:34) Early AI successes and initial steps at XP Inc.(04:16) The evolution and impact of technology at XP, reflected in annual conferences.(05:37) Challenges and strategies in implementing AI within large organizations.(06:42) How XP manages AI adoption through a hybrid centralized and decentralized approach.(10:00) Observing agent adaptation and the widespread unofficial use of AI.(10:48) The importance of AI in improving customer satisfaction and operational efficiency.(14:00) Balancing automation with human interaction in customer service.(18:19) Utilizing AI to analyze and direct customer inquiries effectively.(20:39) Achievements in customer deflection rates and satisfaction through AI.Resources Mentioned: Guilherme Kolberg -https://www.linkedin.com/in/guilhermekolberg/XP Inc. -https://www.linkedin.com/company/xpinc/Register for our upcoming webinar, Unlocking the Power of AI for CX <http://event.zendesk.com/ai-for-cx-webinar/aipcx0508>, which is coming up on June 4, 2024.Webinar Guide -https://www.zendesk.com/mc/intelligent-cx/Sign up for a free trial at Zendesk.comFollow Zendesk on LinkedIn -http://zendesk.com/li#CX #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 www.zendesk.com/blog for updates, bonus content, and more.