In an era where customer expectations are higher than ever, delivering exceptional service is no longer optional—it's essential. As digital transformation accelerates, the integration of AI and automation in customer service is proving to be a game-changer.

eBay has embarked on a transformative journey to revolutionize its customer service operations using advanced AI and automation. With responsibilities spanning product, engineering, and operations for all customer service technologies, the Vice President of Customer Service Technology at eBay will share insights into how these changes have significantly improved the customer experience.

How can companies effectively integrate AI to improve customer satisfaction and operational efficiency? This session will explore key focus areas such as building robust self-service experiences, leveraging generative AI for contact center efficiency, and personalizing customer interactions. Gain a deeper understanding of eBay's challenges and successes, providing valuable lessons for any organization looking to enhance their customer service through cutting-edge technology.