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On Demand Webinar

Leveraging AI to Automate Support

Artificial intelligence (AI) is proving to be one of the most disruptive trends in support service, creating waves throughout the organization. The way support will handle this disruption is going to be critical to the organization’s long-term success.

The question on everybody’s mind is: How is AI going to change technical support?

TSIA’s third annual Support Services Virtual Summit answered that question by exploring the emerging use cases, the early examples, and the longer-term potential for AI to automate, streamline, and add intelligence to every phase of support operations.

Watch on-demand to hear from AI experts and industry practitioners on what is possible today, and what is required to be successful. Topics include:

  • Out of box vs. build your own—what AI options are available today?
  • The AI dream team—who should be involved in the project, and how many data scientists are required?
  • Customer facing vs. employee facing AI—how will they generate ROI?
  • AI’s impact on the support workforce—how is AI creating new roles and enhancing current roles for support organizations?
This three-hour, information-packed on-demand event includes presentations, audience polls, and Q&A with the panelists.

Sponsored By:

  • Coveo 
  • Lithium Technologies


9:00: Welcome

John Ragsdale, Distinguished VP Research, Service Technology, TSIA

9:10: Using AI to Streamline Social Intelligence

Tim Lopez, Director, Support Services and Social Research, TSIA

9:30: AI in Elevating Support Automation

Ashok Gunasekaran, VP Customer Support & Technologies, Informatica
Arjun Krishnamoorthy, Data Scientist, Customer Support, Informatica

9:50: 3 Ways to Leverage AI to Automate Customer Support

Erica Mayshar, Solutions Consultant, Bold360 by LogMeIn

10:10: Dell EMC: Predicting and Prescribing Customer Value

Rex Martin, Ph.D, Director & Chief Data Scientist Advanced Proactive Services, Dell

10:30: Organization of Analytics

Jeremy DalleTezze, Ph.D, VP Analytics, TSIA

10:50: Using AI to Create Relevant Support Experiences at Scale

Jason Mlyniec, Customer Success Manager,Coveo

11:10: Evolving the Employee Experience with AI

Judith Platz, VP, Support Services Research, TSIA

11:30: Q & A

Moderated by John Ragsdale, Distinguished VP, Service Technology Research, TSIA


Presented By:

Judith Platz

VP Research, Support Services, TSIA

John Ragsdale

Distinguished VP Research, Service Technology, TSIA

Publish Date: September 13, 2018