Name: Lihi Shadmi | AI for Customer Support Summit Boston
Start: 2026-10-27T04:00:00.000Z
End: 2026-10-27T04:00:00.000Z
Location: The Westin Seaport

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Lihi

Shadmi

CEO & Co-founder

Hapiy

Lihi Shadmi is CEO and Co-founder of Hapiy.ai, an AI startup focused on making enterprise technical support ticketless by preventing issues before they become support tickets. Previously, she spent three years as a Product Manager at Google, working on Cloud Armor network security and DDoS protection. She also held product and engineering leadership roles in Israeli Military Intelligence, leading cross-functional teams and developing security products. She holds an MBA from the University of Chicago Booth School of Business and has experience spanning AI, cybersecurity, product strategy and enterprise technology.

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27 October 2026 12:30 - 13:00

Beyond the easy tickets: A practical guide to AI for tier 2 and 3, and where support goes next

AI has taken the easy tickets. The hard ones still sit with your best engineers, and that’s where most AI in support stalls. After building AI for tier 2 and 3 cases with dozens of enterprise support teams, this session shares key learnings and why moving up the complexity chain isn’t straightforward. Beyond practical guidance, we will discuss how to leverage the complex tickets to move support from reactive to preventive. A look at where technical support goes next, and what it takes to get there.