Presenter: Dan Sahar (Guidde)
Takeaway: AI chatbots can become powerful team members in any support team but just like a new staff member they require careful hiring, education, training and growth in order to make the most use from them.
Attendee Experience Level: Intermediate (3 - 5 years)

Presenter: Ciaran Doyle (Loris)
Takeaway: Customer service professionals shouldn’t fear AI, but shouldn’t be complacent either.
Attendee Experience Level: Intermediate (3 - 5 years)

Presenter: Mike Zayonc (Kodif) &
Craig Stoss (CX Consultant)
Takeaway: Attendees will leave with a clear understanding of how to strategically evaluate and differentiate AI solutions, empowering them to make informed decisions that maximize the impact of AI on CX.
Attendee Experience Level: Intermediate (3 - 5 years)

Presenter: Mathew Patterson (Help Scout)
Takeaway: Attendees will leave with a new perspective on self-service and AI, and a clearer sense of how they can practically position themselves to be most valuable in the customer support teams of the near future.

Presenter: Ashwin Sreenivas (Decagon)
Takeaway: Why does AI hallucinate? What does training and fine tuning mean? What really are large language models? How does all this impact how I would use AI in support today? You will leave this talk with a good understanding of all this! Ashwin previously taught graduate-level AI coursework at Stanford.

Presenter: Dennis Mortensen (LaunchBrightly)
Takeaway: Applying off-the-shelf algorithmic AI, without investing in proprietary data sets, offers little long-term competitive advantage. In Support, a winning position stems from proprietary data, often comprising hand-crafted support articles, which can be fed into proprietary ML models to create a truly competitive advantage.
Attendee Experience Level: Intermediate (3 - 5 years)

Presenter: Sam Chandler (Zendesk)
Takeaway: I want to encourage CX organizations and professionals to get the most from their AI investments by implementing them in the best way possible and always striving towards the ultimate goal of improving their customers’ experiences.

Presenter: Laura Jolly (Intercom)
Takeaway: The day-to-day of a support rep is changing drastically with the acceleration of AI. We'll explore what that actually looks like for your daily work, and how to find moments of joy in this new landscape.

Presenter: Sayam Kim (Intercom)
Takeaway: How a Lego set taught me about the importance of knowing your product deeply and the pivotal role Support teams play in building your AI strategy.
Attendee Experience Level: Beginner (0 - 3 years)

Presenter: Trevor Humphrey (Honeylove) and John Wang (Assembled)
Takeaway: The applications for AI in support are far more wide-reaching than just chatbots. Learn how Honeylove is using AI across their support function to supercharge their agents and maintain exceptional customer experiences. Get practical, actionable advice on how to implement your own AI strategy that goes beyond the basics.