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Customer Service Modernization Utilizing AI Assistants


Customer Service Management (CSM) plays a key role in enhancing customer experience. A positive customer service experience fosters long-term relationships, driving repeat business and brand advocacy. However, to meet evolving customer demands, modernizing customer service is essential. Utilizing AI assistants enables businesses to provide round-the-clock support while empowering human agents to tackle complex issues effectively, enhancing overall operational efficiency.

Watch the exclusive webinar to delve into how we work with customer service organizations that go beyond FAQs and human-assisted customer support interactions by utilizing modern AI-assisted chatbot solutions.

Key Takeaways 

  • Business Benefits of AI Assistants:
    Discover the tangible business benefits of utilizing customer-facing conversational AI chatbots, including enhanced efficiency, improved customer satisfaction, and increased sales opportunities. Learn about common use cases that deliver significant ROI.
  • Real-world Demo and Future Outlook:
    Witness a live demo of a real customer service AI Assistant to understand its capabilities firsthand. Gain insights into the future of AI Assistants in customer service and how they will continue to evolve to meet the changing needs of businesses and customers alike.
  • Insights from Industry Experts:
    Gain insights from Mastech InfoTrellis's Customer Experience team, boasting decades of experience and numerous partner awards in the customer service domain. Learn from their wealth of knowledge and expertise in implementing AI solutions.
  • Beyond FAQs:
    Explore how modern AI-assisted chatbot solutions transcend traditional customer support by going beyond FAQs and human-assisted interactions. Understand how these solutions can revolutionize customer service strategies.


9:30AM - 11:30AM


Welcome Speech and Introduction

Laura Laurati - CTO, Head of Coding

11:30AM - 1:30PM


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Sarah Skedul - Founder of Druugle AG

2:00PM - 4:30PM

Room R4.02

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Ergi Kayote - CCO, Actionkraft

Our Speakers

Blake Hines

GM and VP, CX Practice

Blake is the General Manager and Vice President of our Customer Experience practice, where he manages the integration of sales and delivery teams, offerings, and partnerships. He has managed over 1,000 Customer Experience implementations globally in his career, focusing on driving KPI-driven outcomes for his client's customer service, field service, sales, marketing, analytics, and AI needs.

Anuj Behl

Consulting Architect

Anuj, a Consulting Architect at Mastech Digital, is a passionate advocate for building exceptional customer experiences. With over 13 years of IT expertise, he specializes in implementing cutting-edge CX solutions like AI chatbots (including Oracle Digital Assistant and Quiq AI) within Customer Success Management (CSM) and customer service. Leveraging his deep knowledge of platforms like Oracle B2C Service, B2B Sales and Service, and Intelligent Advisor, Anuj helps businesses navigate the evolving customer journey and build lasting customer loyalty.

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How to utilize AI assistants by modernizing customer service