Customer Service and Support is entering a new phase.
AI agents are no longer just retrieving answers. They are beginning to reason through problems and guide resolution workflows.
Yet most enterprise knowledge systems were designed for humans searching documentation. They were never built to orchestrate the signals, reasoning paths, and resolution flows required in modern support environments.
In an AI-native service model, knowledge becomes the intelligence layer that guides both human experts and AI agents.
This roundtable explores how leading organizations are moving from reactive case resolution toward AI-enabled and eventually autonomous service operations.
We will discuss how support leaders are structuring signals, reasoning, and resolution paths to enable faster diagnostics, more consistent outcomes, and a proactive customer experience at scale.
A peer working session for senior operators building the next generation of service operations.
Agenda
- 2:45 pm arrival and check-in
- 3:00 pm peer roundtable discussion
- 5:00 pm synthesis and key insights
- 5:30 pm networking and refreshments
Capacity is limited to preserve depth and candor.
This roundtable is brought to you in partnership with SearchUnify and prioritized for leaders responsible for knowledge architecture and AI-enabled support transformation.
