SX Live Bay Area Meetup

Topic: Bionic Customer Support

In-Person Event with Customer Support Leaders and Practitioners

Come learn, share, and network with leaders and enthusiasts who are passionate about transforming the support experience.

We will start the evening with a presentation on Bionic Customer Support, followed by a discussion with support leaders on how they are leveraging AI in their organizations.

Where:
BCG Silicon Valley Digital Center
444 Castro St. Suite 150
Mountain View, CA 94041

When:
June 9, 2022
5.30 pm – 8.30 pm PT

Registration for this event has closed.

SX Live is free to attend. But space is limited, so reserve your spot today!

Speakers & Session Info

Keynote

Bionic Customer Support: The Seamless Interaction Between Humans and AI

A bionic company blends AI with human capabilities to power innovation, advantage, growth, efficiency, and resilience.

Bionic Customer Support is about seamless interaction between AI and humans – taking the best qualities of each to provide an optimum mix of customer experience and efficiency. The most valuable AI use-cases are unlocked when delivered as part of end-to-end human support processes.

Examples of bionic customer support include:

Using machine learning to proactively identify customer-impacting issues and trigger an automated or human resolution process
Dynamic routing of inbound contacts to bots or a matched human agent based on the issue complexity and customer profile
Customer-facing AI bot which seamlessly hands off to a human agent for more complex requests
Agent facing AI bot which guides the agent on the process or customer interaction
Use of digital twins to simulate an end-to-end customer support operations to optimize workflow and plan for resilience