Building an autonomous customer experience function with Generative AI

Presented by

Yaniv Markovski, former Head of AI Specialist at OpenAI

About this talk

How did the OpenAI team develop a robust customer support platform using their own groundbreaking product? Join Yaniv Markovski, the driving force behind scaling OpenAI's customer experience (CX) evolution across people, technology, and processes. In this engaging fireside chat, Yaniv will share invaluable insights from his journey leading up to the launch of Dall•E 2 and ChatGPT. Discover the principles and thinking behind the systems they built and how they navigated the challenge and capitalized on opportunities amidst the surge in adoption and subsequent growth in support case volume post-launch. Gain a profound understanding of the intricacies involved in the integration of generative AI capabilities into the customer experience function. In this fireside chat, Yaniv shares his CX learnings leading up to the launch of Dall-E and ChatGPT 3, and how his team responded to the explosive growth in adoption (and subsequent support case volume) post-launch. The audience will gain insight into the challenges and opportunities when considering to build generative AI capabilities into the CX function.
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Sendbird believes conversations are at the heart of building relationships and getting things done. As such, we built the world's most proven conversations platform for mobile apps across chat, voice, and video. We help 1,200+ businesses worldwide to improve customer retention, conversion, & support with our in-app conversations platform. Industry leaders like Reddit, DoorDash, and Hinge use Sendbird to drive increased transactions & loyalty for hundreds of millions of users every month. Sendbird has over 250M MAUs from over 50 countries operating in industries ranging from marketplaces, ride sharing, and online communities to gaming, live video streaming, and healthcare. The company is headquartered in San Mateo, CA, with additional offices in New York, London, Seoul, Singapore, and Bengaluru. Sendbird has raised over $220M from leading investors, including ICONIQ Capital, STEADFAST Capital Ventures, Tiger Global Management, Shasta Ventures, Softbank Vision Fund 2, and Y Combinator.