Knowledge Orchestration: Signals, Reasoning, and Resolution

​Customer Service and Support is entering a new phase.

​AI agents are no longer just retrieving answers. They are beginning to reason through problems and guide resolution workflows.

​Yet most enterprise knowledge systems were designed for humans searching documentation. They were never built to orchestrate the signals, reasoning paths, and resolution flows required in modern support environments.

​In an AI-native service model, knowledge becomes the intelligence layer that guides both human experts and AI agents.

​This roundtable explores how leading organizations are moving from reactive case resolution toward AI-enabled and eventually autonomous service operations.

​We will discuss how support leaders are structuring signals, reasoning, and resolution paths to enable faster diagnostics, more consistent outcomes, and a proactive customer experience at scale.

​A peer working session for senior operators building the next generation of service operations.

​Agenda

• ​2:45 pm arrival and check-in

• ​3:00 pm peer roundtable discussion

• ​5:00 pm synthesis and key insights

• ​5:30 pm networking and refreshments

​Capacity is limited to preserve depth and candor.

​This roundtable is brought to you in partnership with SearchUnify and prioritized for leaders responsible for knowledge architecture and AI-enabled support transformation.