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/

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https://www.zendesk.com/mc/intelligent-cx/

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