Decoding AI:

How to Harness AI in Practical Support Scenarios

Duration: 30 min

Presented by:

John Ragsdale

VP of Research, Technology and Social


Laurent Simoneau

Founder, President and CTO

Laurent Simoneau is Co-founder, President and CTO of Coveo, and is considered one of industry’s top enterprise search experts. Prior to Coveo, Laurent was CTO of Copernic, an early leader in desktop search, where he oversaw the company’s product strategy and directed the research and development of core technologies. Laurent also served as Chief Operating Officer at Copernic during which he successfully orchestrated the spin-off of the company’s enterprise search division in 2005 into what is now Coveo.

Laurent is a graduate of Université du Quebec, where he holds an MBA degree. He resides in Quebec City with his wife and children.

As support centers embrace the growing shift to self-service, and customer expectations for personalized interactions skyrocket, the ability to deliver relevant support experiences at scale has become business critical. Support leaders must turn to practical applications of AI as part of their self-service and assisted service strategies to achieve more efficient and tailored support delivery— without sacrificing the customer experience.

In this webinar, we’ll walk through practical, real life examples of how leading support organizations are successfully leveraging AI and machine learning to transform their support operations. Watch this webinar replay to get guidance on:

  • Which areas to focus on when it comes to implementing machine learning (ML) within your support strategy
  • How to assess your support organization’s need for AI based on the current maturity of your support delivery
  • How to evaluate the potential ROI of AI