As Generative AI makes the speedy transition from hype to adoption, customer support functions have quickly emerged as ground zero for the technology, providing business leaders with a straightforward starting point towards using AI to drive real business value.

But in order to build effective AI-powered CS solutions that drive positive outcomes for your customers, you need to overcome several problems that might have been easy to sweep under the rug before, but suddenly become thrust into the spotlight by AI adoption.

In this talk, we’ll explore the unique challenges, learnings, and successes of Square’s journey toward launching AI-powered support, including practical lessons in overhauling internal and external information architecture and knowledge bases to make them AI-ready; navigating build vs. buy and policy decisions; and how to approach problems when “the hard tech suddenly becomes the easy part.”