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Recorded webinar · English
CX with Google — Panel discussion
Five practitioners on what AI actually does to a customer-ops team.
September 18, 2025 48 min
— About the session
A panel of five customer-operations leaders — from ecommerce, real estate, automotive and SaaS — share what changed when Serviceform’s AI agent went live on their websites. Honest numbers, honest failures, honest cost-of-ownership.
Moderated by Iranthi Gomes (CEO, Serviceform).
— What's covered
- Which support tickets did AI actually remove — and which did it create?
- How team composition shifted (12 agents → 4 agents + 1 ops lead)
- The metric that everyone tracks wrong (it’s not deflection rate)
- When to keep AI on, when to route to a human
The VIP Brief
The benchmarks. The wins. The hard lessons.
Two minutes every Thursday. What 1500+ ecommerce stores tested this week, and what actually moved the number.