Customer expectations keep rising, support volumes keep growing, and digital channels aren’t slowing down. AI is no longer optional in CX, but how you use it matters.

In this session, we’ll break down the two main ways AI is used in customer experience today: reducing support volume through deflection and improving support team efficiency. You’ll see where AI actually helps, where it often falls short, and how teams are using it without damaging customer trust.

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## What we’ll cover

*   The current state of customer experience and why AI has become essential
*   How AI is used for **deflection**, including bots across chat, email, and messaging
*   How AI drives **agent efficiency** through ticket summaries, response drafts, workflows, and insights
*   Real lessons from teams already using AI: what works and what doesn’t
*   Examples of tools and platforms supporting modern CX strategies
*   Live Q\&A to discuss your specific CX challenges

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## What you’ll learn

*   How to reduce support volume without hurting the customer experience
*   How AI helps agents resolve issues faster with less manual work
*   How to introduce AI in CX without breaking trust
*   How leading teams think about AI as part of their long-term CX strategy


AI Strategies Transforming Customer Experience

Support teams are expected to move faster without losing quality. Zendesk Copilot helps by handling the busy work, so agents can focus on helping customers.

In this session, we’ll show how generative AI is changing everyday support work, from understanding tickets faster to handling complex issues with less effort.

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## What we’ll cover

*   How Copilot supports agents with ticket summaries and sentiment insights
*   A live demo of key features, including suggested replies, procedures, and auto-assist
*   Real examples of teams reducing response times and admin work
*   Live Q\&A with Zendesk product experts

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## What you’ll learn

*   How to reduce **Average Handle Time (AHT)** using AI-driven summarisation.
*   Ways to maintain a **consistent brand voice** across every interaction.
*   The **roadmap** for scaling your support team without increasing headcount.


Product Deep Dive: Unlocking Efficiency with Zendesk Copilot

AI Strategies Transforming Customer Experience 

At Gravity CX, we are passionate about helping organisations boost operational efficiency while enhancing both customer and employee experiences. Our mission is to empower businesses by creating seamless, exceptional experiences that drive engagement and foster long-term success.

We specialise in transforming the way organisations operate, ensuring that every interaction—whether with a customer or an employee—delivers value. By leveraging innovative strategies, best-in-class technologies, and years of industry expertise, we help businesses streamline their processes, improve performance, and build stronger connections.

Whether you’re looking to optimise your customer service operations, improve internal workflows, or elevate employee engagement, we partner with you to deliver tailored solutions that meet your unique needs.

At Gravity CX, we don’t just improve systems—we transform experiences, ensuring your organisation thrives in today’s competitive landscape.