Blueprint Strategy: Delivering AI Customer Service at Scale

​AI Customer Service has moved from simple information retrieval to sophisticated end-to-end execution.

​Join us for two sessions led by Ruth O’Brien (Senior Director, AI Support, Intercom, building Fin) on managing complex workflows with AI and building AI operational excellence.

​Session 1: Managing Complex work with AI

​Scale your customer service operations by mastering the transition from simple information retrieval to sophisticated end-to-end execution.

​This session focuses on managing complex workflows with AI, moving beyond basic automation to guided troubleshooting and highly personalized interactions.

​You will learn how to design systems that handle intricate customer needs with precision, and leave with a clear understanding of how to deliver high-value service consistently across all channels.

​Session 2: AI Operational Excellence

​Operational excellence in the AI era requires a continuous improvement flywheel that turns raw data into measurable impact.

​This session dives into the mechanics of AI-powered operational excellence.

​You’ll learn how to leverage AI insights to generate automated recommendations that drive efficiency and quality. We will explore how to build feedback loops that refine your AI’s performance over time, ensuring your service operation remains at the cutting edge.

​Session drivers:

• ​Ruth O’Brien, Senior Director, AI Support, Intercom, building Fin

• ​Beth-Ann Sher, Senior AI Knowledge Manager, Intercom, building Fin

​Agenda:

• ​​9:30 am — Doors open and check-in

• ​​​10:00 am — Session 1 / Managing Complex work with AI

• ​​​11:30 am — Session Break (15 Mins)

• ​​​11:45 am — Session 2 / AI Operational Excellence