Featuring:

Francesca Del Gobbo, Fabletics

Dror Avieli, formerly of Consensys, current Chief Customer Officer at Elliptic

And guest host Max Ball, Principal Analyst, Forrester

Show notes:

Generative AI promises to transform customer service, but the move from experimentation to AI-powered self-service is a leap for most organizations. Principal Analyst Max Ball brings two more experts from his network to share best practices: Francesca Del Gobbo, Technical Product Manager – Conversational AI, and Dror Avieli, former Managing Director and VP of Customer Success at Consensys (and current Chief Customer Officer at Elliptic) We explore:

  • Why Fabletics and Consensys moved beyond traditional, deterministic bots, how LLMs change conversation design, testing, and multilingual support (among other things)
  • What teams need to successfully operate once these systems are live
  • Basics on how to select use cases, build the right data and API foundations, gain executive support, and assess vendors