SD Expo AI

SUPPORT DRIVEN EXPO
Las Vegas, NV - May 14-15, 2024

HERE TO CHANGE HOW WE WORK

AI continues to be a hot topic in Support, and we are already seeing impacts on the Customer Support industry. Learn how people across the Support Driven community are implementing AI in their customer support organizations to support their teams.

What is Support Driven Expo?

8 tracks full of focused sessions that you and your team can mix and match to customize a program that best suits your needs - check out all the tracks!
Talk sessions presented by practitioners with hands-on experience from the Support Driven community
Every session is screened to help you learn - no sales demos and no product pitches
Designed to help you learn from presenters and attendees in a safe environment that facilitates deeper conversations about your challenges and ideas

Talks

How to Differentiate AI Solutions for CX

Presenter: Mike Zayonc (Kodif) &
Craig Stoss (CX Consultant)
Takeaway: Attendees will leave with a clear understanding of how to strategically evaluate and differentiate AI solutions, empowering them to make informed decisions that maximize the impact of AI on CX.
Attendee Experience Level: Intermediate (3 - 5 years)
Growing your Friendly Neighborhood AI Chatbot

Presenter: Dan Sahar (Guidde)
Takeaway: AI chatbots can become powerful team members in any support team but just like a new staff member they require careful hiring, education, training and growth in order to make the most use from them.
Attendee Experience Level: Intermediate (3 - 5 years)
Is AI Coming for your Customer Service Job?

Presenter: Ciaran Doyle (Loris)
Takeaway: Customer service professionals shouldn’t fear AI, but shouldn’t be complacent either.
Attendee Experience Level: Intermediate (3 - 5 years)
The Dawning of the Age of Self-Service

Presenter: Mathew Patterson (Help Scout)
Takeaway: Attendees will leave with a new perspective on self-service and AI, and a clearer sense of how they can practically position themselves to be most valuable in the customer support teams of the near future.
How Does AI Really Work?

Presenter: Ashwin Sreenivas (Decagon)
Takeaway: Why does AI hallucinate? What does training and fine tuning mean? What really are large language models? How does all this impact how I would use AI in support today? You will leave this talk with a good understanding of all this! Ashwin previously taught graduate-level AI coursework at Stanford.
Why Investing in Quality Support Articles is your Most Important AI Strategy

Presenter: Dennis Mortensen (LaunchBrightly)
Takeaway: Applying off-the-shelf algorithmic AI, without investing in proprietary data sets, offers little long-term competitive advantage. In Support, a winning position stems from proprietary data, often comprising hand-crafted support articles, which can be fed into proprietary ML models to create a truly competitive advantage.
Attendee Experience Level: Intermediate (3 - 5 years)
What Tom Cruise Taught Your Customers About AI

Presenter: Sam Chandler (Zendesk)
Takeaway: I want to encourage CX organizations and professionals to get the most from their AI investments by implementing them in the best way possible and always striving towards the ultimate goal of improving their customers’ experiences.
Loving Your Career in Support as a Human Partnered with AI

Presenter: Laura Jolly (Intercom)
Takeaway: The day-to-day of a support rep is changing drastically with the acceleration of AI. We'll explore what that actually looks like for your daily work, and how to find moments of joy in this new landscape.
Building Blocks: Deep Product Knowledge in the Age of AI

Presenter: Sayam Kim (Intercom)
Takeaway: How a Lego set taught me about the importance of knowing your product deeply and the pivotal role Support teams play in building your AI strategy.
Attendee Experience Level: Beginner (0 - 3 years)