Season 3

Key Takeaways:

• Explore the core components that power agentic behavior.
• Understand the role of memory and autonomy in proactive support.
• Utilize the SCORE framework to drive contextual relevance.
• Ensure security, compliance, and ethics in AI-powered operations.

Key Takeaways:

• Shift the focus of case deflection toward customer empowerment.
• Apply frameworks for designing intent-based self-service.
• Measure success using metrics that go beyond ticket rates and cost.
• Leverage AI-assisted delivery for sustainable, long-term deflection.

• Integrate Agentic AI with KCS best practices to amplify content relevancy and business outcomes.
• Use AI-driven analytics to identify knowledge gaps and automate the cleanup of obsolete data.
• Transition from manual knowledge capture to autonomous agents that generate documentation as a byproduct of case resolution.
• Streamline workflows to reduce time-to-publish, significantly improving self-service resolution and agent productivity.

• Implement human-in-the-loop workflows to prevent AI errors and maintain customer trust.
• Reorganize support personnel into rewarding roles like AI administration, content curation, and proactive customer success.
• Leverage the capacity created by AI to launch revenue-generating premium services.
• Utilize a coordinated suite of AI agents to accelerate case classification, quality auditing, and escalation management.