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Harnessing the power of generative AI for Customer Service: Turning hype into reality

  • Customer Engagement Summit
  • Akshay Jain, Head of Solution Engineering, Freshworks

In this session we take you through how you can leverage generative AI and see real value in your customer service function—from improved agent efficiency to better self-service deflection rates. Join us as we discuss:

  • Critical challenges faced by CX leaders, including poor deflection rates, low agent productivity, and hidden support insights
  • How generative AI can be used to automate self-service across channels, boost team efficiency and optimize support operations
  • How to get started with generative AI in your organization
  • What the near-term future holds for AI in CX

Akshay Jain

Akshay Jain

Freshworks Head of Solution Engineering, Freshworks UKI
Akshay is a Solutions Engineering Leader, experienced in building successful teams in fast-paced and high-growth organizations. He has over 15 years of experience in B2B technology, with expertise in customer service solutions. He is passionate about using innovative tech to create delightful customer experiences.

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