Season 2

Generative AI for Customer Support

This season, we're diving into the realm of Generative AI in Customer Support, investigating its possibilities, discussing actual achievements, and revealing the newest developments influencing the customer support industry.

We will be joined by Patricia Lughezzani, a highly accomplished visionary professional with a distinguished career in building, revitalizing, and optimizing customer support, customer success, renewal sales, technical services, and sustaining engineering organizations to facilitate growth and customer retention. Patricia's consulting company, PL Support Solutions, focuses on Customer Success, Premium Support, and Support Optimization strategies.

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Patricia Lughezzani

Founder, PL Support Solutions and Executive Advisor, Grazitti Interactive

Key Takeaways:

  • Support is leading the way in terms of current implementation and future investment
  • New LLM technology opens opportunities for advancing the quality and cost savings from current Support workflows
  • Think about creating personalized customer experiences with Generative AI
  • AI evolves, and does not eliminate, the Support organization
  • Using Generative AI is here… Don’t get left behind

Key Takeaways:

  • Overcome the challenges leading to customer’s mistrust of AI
  • Long-term planning, start internally, and implement incrementally
  • Create engaging experiences for customers & employees
  • Ensure a foundation of curated content & assisted workflow
  • Experience, content & assisted balance to drive Community adoption

Key Takeaways:

  • Building a Multi-Year Roadmap for Strategic GenAI Investments
  • Harnessing Advanced Language Capabilities across Support Workflows
  • GenAI Planning Horizon: Embracing AI for Future Strategies
  • SearchUnify's Generative AI Capabilities

Key Takeaways:

  • Gain insights into the total cost of ownership (TCO) when implementing GenAI.
  • Explore strategies to address customer fear around leveraging LLMs for support interactions.
  • Identify the technological challenges associated with deploying GenAI.
Strategizing and Integrating GenAI into Your Enterprise Support Roadmap
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Want to Know More About Launching Premium
Support for Your Enterprise? Ask Patricia!

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Patricia Lughezzani

Founder, PL Support Solutions and Executive Advisor, Grazitti Interactive

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