Reimagining contact centers through the power of people and technology.
Bobby Stapleton is the Senior Director of Human Support at Intercom, leading a global team defining how human expertise fits and contributes to an AI-first strategy. He brings deep experience scaling and maturing support for enterprise and AI-focused businesses, and cares deeply about creating amazing customer experiences.
Tuesday, December 9th
3:00 PM Beyond Efficiency: The Current Frontier for AI Agents
AI is irreversibly changing customer service. But as AI Agents become more capable, many organizations still use them for efficiency instead of transformation.
The real opportunity is to design customer experiences that reflect this new reality, where AI Agents take on deeper, more complex work and free teams to focus on solving higher-value problems. In this session, we’ll explore what that looks like in practice and how AI Agents are transforming customer service strategy, teams, and the work itself.
This session will discuss:
- How AI Agents are transforming customer service teams
- How AI Agents can resolve deep, complex customer queries
- Building continuous improvement loops
- Moving from “support AI” to “customer-journey AI”
- The CX leader’s role in connecting people, data, and dialogue
