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.
Patricia Lughezzani
Founder, PL Support Solutions and Executive Advisor, Grazitti
Interactive
Episode 1 – History and Current State of AI in
Customer Support
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
Episode 2 – Navigating the Changing Dynamics of Trust &
CX in the Age of Generative AI
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
Episode 3 – Strategizing and Integrating GenAI into
Your Enterprise Support Ecosystem
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
Episode 4 – From Obstacles to Opportunities: GenAI in
Enterprise Support
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.
Episode 5 – Overcoming Employee Fears around GenAI
Adoption to Drive Business Value
Key Takeaways:
Practical approaches to address and alleviate employees’ concerns and
fears regarding GenAI
Role of continuous training and strategizing career paths for empowering
employees
Benefits of integrating agent assistance tools powered by GenAI
Want to Know More About Launching Premium
Support for Your Enterprise? Ask
Patricia!
Patricia Lughezzani
Founder, PL Support Solutions and Executive Advisor, Grazitti Interactive
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