Mark Munsayac

Mark Munsayac

Customer Service Head PAL

Agenda Day 2

9:00 AM Case Study | Building the Super AI Agent: PAL’s Phased Journey to Smarter, Leaner Customer Service

Exploring how PAL is building a high-performance AI agent to drive cost-efficiency and improve service delivery.

Through a structured POC process and a phased rollout, Mark’s team has automated up to 80% of service tasks - reducing costs while preserving CX integrity.
  • Achieving 95% CSAT and 78% NPS through AI-driven responsiveness and always-on availability
  • Reducing headcount requirements while expanding coverage and lowering cost-to-serve
  • Selecting the right partner through extensive proof-of-concept testing and performance validation 

Check out the incredible speaker line-up to see who will be joining Mark.

Download The Latest Agenda

In Partnership With:

CCW Digital

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