Meeting rising pressure with multimodal AI

10:00 AM - Registration and breakfast

Pick up your badge, grab a coffee or cold drink, and connect with Product Support peers. Explore the demo area and meet the Mavenoid team ahead of an afternoon of insight, inspiration and action.

10:30 AM - From phone to self-serve: guiding customers to the channel that works

Faced with a need to do more with less, Generac used AI to guide customers toward the most effective, efficient, and cost-effective channels, without sacrificing the experience. This session gets into how you make that shift, and how you introduce self-service to a customer base accustomed to picking up the phone.

11:15 AM - Scaling CX without scaling headcount

Leadership expects support to handle more volume and complexity without a proportional increase in cost. A practical look at how multimodal AI absorbs demand that would otherwise mean new hires.

12:00 PM - Lunch

1:15 PM - Beyond GenAI: How Kwikset (Assa Abloy) built an AI support agent that actually works

Customers expect real answers, and a chatbot that only gestures at understanding won't cut it. Kwikset built a knowledge base that works the way an agent would, grounded in real product knowledge. This session breaks down what that took to build, and where the gap still sits between AI that looks capable and AI that actually is.

2:00 PM - Support as the backbone of a growing portfolio

As companies acquire new brands and expand into new markets, support often gets left to catch up after the fact. Close out the day with a look at how AI helps meet that challenge — building a single, repeatable model that flexes across brands and languages without starting from scratch each time, and turns support into the strategic engine behind that growth.

3:00 PM - Rooftop reception

We'll end the day poolside on the rooftop, taking in the Chicago skyline and making the most of the last days of late summer. No swimming, just good conversation and even better views.