29 October 2025 09:15 - 09:45
Build once, solve often: Implement proactive support with AI-enhanced self service tools
The best support experience is the one customers never need to ask for. By combining thoughtful knowledge design with AI, you can meet users where they areāresolving issues instantly and reducing ticket volume before it even starts.
Weāll dive into:
⢠Designing for discovery ā Learn how to structure your knowledge base so AI can easily surface the right answers at the right momentāon your site, in-product, or via chatbot.
⢠AI-Powered deflection ā See how AI can match customer queries with existing resources to resolve common issues automaticallyāwithout agent intervention.
⢠Content that learns and adapts ā Explore how AI can help identify content gaps, flag outdated articles, and even draft new ones based on emerging support trends.
⢠Getting ahead of frustration ā Understand how proactive surfacing of helpful content builds trust, reduces effort, and keeps customers out of the ticket queue entirely.