Customer Service and Support is entering a new phase. AI is now embedded in workflows and increasingly shapes outcomes.
Many organizations are trying to scale AI on top of knowledge systems that were built for humans, with governance and accountability that have not kept pace. Knowledge is shifting from static content to the intelligence layer that determines AI quality, resolution confidence, and customer trust.
This peer-led executive roundtable will define practical stewardship models and operating principles that scale with AI, with a focus on:
- Ownership: Who owns knowledge quality and context in an AI operating model?
- Governance: How do we govern knowledge when AI generates and consumes it?
- Guardrails: What controls balance speed, risk, and accountability?
- Impact: How do we measure effectiveness beyond views and deflection?
- Sustainability: How do we keep knowledge reliable as models and products evolve?
- Incentives: What KPIs and mechanisms drive contribution and stewardship?
No presentations. No theory. A working session for senior operators.
Agenda
- 2:30 PM Arrival and check-in
- 3:00 PM Peer roundtable discussion
- 5:00 PM Synthesis and key insights
- 5:30 PM Refreshments and informal networking
Capacity is limited to preserve depth and candor. This roundtable is hosted by Kore.ai and prioritized for leaders responsible for knowledge governance and AI-enabled support transformation.
