Hoppa till huvudinnehåll

Podcast 1 min read

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

Hear how one of Latin America’s largest investment firms is leveraging AI to improve their customer experiences and already seeing results.

Av Maggie Mazzetti, Staff Writer

Senast uppdaterad May 9, 2024

Known by many as the “Brazilian Charles Schwab,” XP is on a mission to help people in Latin America invest their savings better.

“At the beginning, our founder believed XP would become a university because we had education programs and then people would become clients and start to invest,” said Guilherme Kolberg, Head of CX and Customer Care. “Now we have a network of more than 15,000 financial advisors.”

Initially seen as a disruptor in an industry dominated by incumbents, XP is now disrupting in a different way—by leveraging AI to better serve their customers. Within a week of rolling an AI pilot out to ten agents, Kolberg was shocked to see that word had spread: nearly 100% of his team was using the tool. The results were impressive.

“For those that were using Zendesk AI features like tone shift,” he said, “we saw an increase in CSAT around 5 points and a decrease in average handling time.”

With so many just getting started with AI integration, Kolberg offers valuable insights and lessons learned. He shares what to prioritize—and avoid—as you integrate, and how to get your agents excited and motivated to help you along this journey.

Tune in for that conversation—and more, including top ways that Zendesk customers are using AI at home or in the office. Did you know you could plan an entire trip in 30 minutes?

Watch CWZ on YouTube
Listen on Spotify
Listen on Apple Podcasts

Have a question for a Zendesk expert, interested in being a guest, or want to suggest a topic for a future episode? Drop us a line at cwzpodcast@zendesk.com—we’d love to hear from you.

Relaterade berättelser

Podcast
2 min read

Early insights from our AI implementation journey—with Zendesk’s Steven Warfield

With AI transforming the world of CX, Zendesk’s VP of Customer Service shares how we’re navigating big changes for our own internal teams—and what excites him about the future.

Podcast
2 min read

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

With AI at the heart of their support operation, Upwork is raising the bar for their customers and their internal teams.

Podcast
1 min read

Direct from Relate 2024—with Zappos Insights co-creator Robert Richman

Join us in Las Vegas where we sat down with Robert Richman, author of The Culture Blueprint, and had attendees place their bets on the future of customer service.

Podcast
1 min read

AI and the next CX revolution—with Zendesk’s Adrian McDermott and Teresa Haun

Join Zendesk experts Adrian McDermott and Teresa Haun as they unpack the history of CX transformation and what that means for an AI-powered future.