WEBINAR SERIES

GenAI in Action:
Redefining customer service

Every other Thursday from, Oct 17, 2024 | 11am CT | 9am PT | 12pm ET | 5pm BST

Step into customer service 3.0 and transform your strategy with the AI advantage. Implementing AI in customer service has long been a goal for many companies, but achieving it effectively can feel like navigating a maze. Across 3 episodes, we'll explore best practices, how a strong knowledge base fuels GenAI, and provide guidance for control, safety, and compliance.

Featured speakers

Episode #1

Guest - Mary Wardley

Program Vice President, Customer Care and CRM, IDC

Host - Wendy Mikkelsen

Senior Director, Product Marketing - Digital Contact Center, Khoros

Episode #2

Guest - Dave Schubmehl

Research Vice President, Conversational AI & Intelligent Knowledge Discovery, IDC

Host - Lans Crauer

Senior Business Value Consultant, Khoros

Episode #3

Guest - Hayley Sutherland

Research Manager, Conversational AI & Intelligent Knowledge Discovery, IDC

Host - Josh Snider

Director, Product Marketing, Khoros

Each episode will focus on the following:

Episode 1 | Oct 17th | Best practices for GenAI in customer service
Two years since the launch of ChatGPT, this webinar will explore what customer service teams have learned about GenAI now that the initial hype has settled. Join us to stay one step ahead of the rapidly evolving AI customer support landscape.

Join us to learn:
- the most common GenAI use cases for customer service
- current GenAI adoption trends, priorities, and deployment tactics
- future GenAI challenges and opportunities in customer service
Episode 2 | Oct 31st | Mastering GenAI Governance: Control, Safety, and Compliance
Brands are racing to deploy GenAI — but accuracy, security, and bias risks are a problem. This webinar explores how AI governance, knowledge management and orchestration can achieve high degrees of AI safety and control.

Join us to learn:
- the role of knowledge management in maintaining safety and precision
- about GenAI vendors’ data and training policies
- the unwritten future of AI regulations and liability
Episode 3 | Nov 14th | How a strong knowledge base fuels GenAI
AI chatbots used to be built manually — now GenAI builds bots instantly using brand “knowledge.” Join us to learn how to get started with your existing knowledge, what risks to consider, and why knowledge management is the future of AI.

Join us to learn:
- how brand knowledge (FAQs, docs, forums, etc) powers chatbots
- the biggest knowledge opportunities and challenges
- new workflows for knowledge management
Exclusive attendee takeaway

Have you ever wondered if your contact center is leading or lagging in digital customer service? Attendees will receive our interactive quiz designed to help them evaluate their contact center's digital maturity.

Save your spot!

Join these live webinars to hear from industry experts as they discuss how you can successfully navigate implementing AI for customer service and support. Come and learn from the very best in the industry!

GenAI in Action: Redefining customer service

Featured speakers

Each episode will focus on the following:

Episode 1 | Oct 17th | Best practices for GenAI in customer service

Episode 2 | Oct 31st | Mastering GenAI Governance: Control, Safety, and Compliance

Episode 3 | Nov 14th | How a strong knowledge base fuels GenAI

Exclusive attendee takeaway

Save your spot!

GenAI in Action:
Redefining customer service