The AI Agent Era: A New Blueprint for Customer Service

AI adoption in customer service is accelerating, but meaningful transformation remains rare. Most teams have introduced AI into their workflows. Few have scaled it into a core part of how they deliver support and customer experience.    

This gap between experimentation and transformation is where the real opportunity lies. In this webinar, we'll explore what defines the AI agent era and what it takes to move from isolated use cases to fully integrated, AI-first customer service. Drawing on Forrester's latest research and real-world experience from Intercom and leading customers, we'll break down how organizations are rethinking support from the ground up.    

AppFolio went from a 17% to 73% AI resolution rate while maintaining a CX score of 93%, showing what scaled AI can look like in practice.

In this session, we’ll cover:

• Why AI agents represent a fundamental transformation in how customer service is delivered

• What's changed, from agentic frameworks to new expectations around scale, quality, and reliability

• Why early AI wins are easy, but scaling across the full customer experience is more complex 

• How leading teams prioritize for ROI while maintaining high-quality interactions

• Practical lessons from moving from pilot programs to production at scale 

This webinar is for CX, support, and AI leaders looking to move beyond early adoption and build a truly AI-first support model. You'll leave with a clear understanding of what effective AI-powered customer service looks like today,  and how to start building toward it.

Can't make it live? Register anyway, we'll send you the recording.