Past Event | December 4th, 2024

AI In Action: Online Event for
Support and CX

Watch Full Recap

What is AI In Action?

AI is transforming Support and Customer Experience (CX) at a rapid pace. While some leaders have already integrated AI into their operations, others are just starting. But how can AI deliver true value, and how do you get there?

To answer these questions, we brought together industry leaders who have successfully deployed AI. They shared their real-world results, lessons learned, and practical strategies. Whether you’re looking for insights into effective AI implementation or seeking inspiration to get started, this is the event for you.

Watch our 2.5-hour virtual event, hosted by TheLoops, that took place on December 4th, 2024.

It’s an invaluable opportunity to hear firsthand experiences, discover actionable takeaways, and explore ideas that can make AI a driving force in your organization.

Listen to our Speakers

To identify my AI implementation stage, I would try to find if the organization or the program is at the crawl, walk or run stage in terms of AI or AI in the service segment.

Mohan Achar

VP of Customer Support

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Meet Our Speakers

Mohan Achar

Customer Support Leader, (Outreach, 8X8, Marketo)

TheLoops AI many customers include Koho, an Intercom customer and forward thinking fintech. Join VP of User Success Monika as she shares more on how her team enabled Auto QA and improved their impact on customer support

Monika Aufdermauer

VP of User Success, KOHO

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Lakshmi Rao

Director of Customer Support, Sauce Labs

Greg Giletto

Head of Customer and Product Support, Bloomreach

Genady Rashkovan

VP of Global Support, Tricentis

Daniel Rose

VP of Global Customer Experience, Alation

Mariena Quintanilla

Founder,

Kartik Yegneshwar

VP of Global Support & Technical Success, Gainsight

Matt Dunn

Head of Customer Success and Support, TheLoops

Session Overview

For 5+years now, Mohan Achar has been navigating the evolving world of AI, moving beyond basic chatbots to unlock a new realm of possibilities. In this session, we’ll explore his insights on the most significant shifts in AI for CX operations over this period and discuss practical steps leaders can take to keep pace with today’s rapid changes. We’ll also dive into best practices for AI adoption, including securing employee buy-in and building a culture that embraces AI’s transformative potential.

One of the common questions CX leaders face surrounding AI adoption is how it will impact the day to day of their team. The reality for 2025 and beyond is that AI is here to stay, as a digital assistant and coworker. In this session, Monika Aufdermauer and Lakshmi Rao will share how they’ve supported their teams with AI adoption, across which use cases and share what it looks like to embrace AI and upskill at the leadership level.

In the past, investing in AI might have meant obtaining multiple point solutions. But all that did was create data silos, low adoption and lackluster transformation. In this session, Greg Giletto and Genady Rashkovan will speak to breaking out of the single solution mindset and address other AI skepticism that’s holding you back from strategic CX

Embracing AI for customer experience can feel empowering—but there are key factors every leader should consider before taking the plunge. In this session, Daniel Rose and Mariena Quintanilla will help you explore the critical questions to ask before deploying AI for CX, including how to set realistic expectations and create a scope and plan that’s effective without expecting overnight success. They’ll touch on what to know going in across your people, your process and your technology.

In B2B support, troubleshooting goes far beyond routine tasks like password resets. Agents frequently handle multi-layered issues that require nuanced understanding, industry-specific knowledge, and quick problem-solving. In this session, Kartik Yegneshwar will discuss how AI in the Enterprise can transform complex cases into streamlined, manageable workflows with a helpful framework of using a tickets lifecycle to tackle AI specific to CX ops.

What Our Speakers
Shared

We had our managers manually opening up every ticket, trying to identify what they were about and sending it to the right agent, and they would spend 2-3 minutes per ticket in not solving anything. We quickly identified that intelligent routing is where we can get max bang for our buck and we easily save one FTE count worth of hours while working smarter.

Kartik Yegneshwar

VP of Global Support & Technical Success, Gainsight

AI with an orchestration layer is the only way to deliver truly personalized support experiences. By analyzing customer history, past conversations, and sentiment, this fine-tunes every interaction to match individual preferences. With advanced Copilot as an example, agents can craft responses that resonate perfectly with each customer, ultimately driving better outcomes, and value realization

Genady Rashkovan

Vice President of Global Support, Tricentis

Transforming our QA process required a fundamental mindset shift. After an initial validation period where we manually reviewed 1% of interactions, we’ve been able to trust the automated QA system completely, only stepping in when it flags something for our attention. The results speak for themselves: our sentiment scores, QA metrics, and CSAT have all improved, giving us peace of mind knowing that every interaction is being reviewed thoroughly without requiring manual oversight.

Monika Aufdermauer

Vice President of User Success, KOHO

AI is revolutionizing how we turn customer insights into product improvements. By leveraging AI/ML for topic trend analysis and volume patterns, we’re able to transform every customer interaction into valuable data that shapes our product roadmap. This has created a powerful feedback loop between our support team and product partners, ensuring that customer needs directly influence our product roadmap and development.