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Schedule 2024

Session 603: Beyond Chatbots: Augment Your Support Operations With AI

Andrea Badgley  (Program Manager of Scaled Support, Automattic)

Date: Thursday, October 24

Time: 4:00 pm - 5:00 pm

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass - Get your pass now!

Track: Maximize Productivity and Operations

Session Type: Case Study

Vault Recording: TBD

We fear our relevance in the world of AI. Where do humans, and especially support teams, fit in this new paradigm?

Agents become super-agents.

When we shift to a mindset of AI as Augmented Intelligence rather than Artificial, suddenly we can do more with the same or smaller workforce. Our English-speaking agents can do multilingual support. They can summarize case notes quickly. They can surface customer insights to product teams. And as subject matter experts, they can become the chatbots' trainers and managers.

In this talk I'll share how we maintained email and chat response times with 10% less staffing, downsized our outsourced team by harnessing GPT and DeepL for multilingual support, used AI to surface customer pain points to product teams, and employed existing agents to improve chatbot resolution rates so their colleagues had time to deepen relationships with target customers instead of just reacting to support queries.

Takeaway

- Make every agent multilingual with machine learning
- Amplify your high performers' expertise via chatbots
- Streamline case administrative work with AI in your help desk