Zoom’s Roadmap to Scalable Self-Service with AI & Knowledge
AI alone doesn’t transform customer support—processes, knowledge, and execution do.
Zoom’s world-class, AI-powered self-service experience didn’t happen overnight. So how did they do it? What were the bold strategies, key decisions, and smart investments that fueled their rapid scale and delivered real business impact?
In this 45-minute session, experts from Zoom, TSIA, and Coveo will unpack how Zoom built and scaled its AI-powered self-service experience—from foundational knowledge management to advanced automation and generative AI.
What you’ll learn:
- How Zoom scaled from knowledge management to AI-driven automation & generative experiences
- The three key AI moves that boosted case deflection & improved customer experience
- TSIA’s latest research on AI’s role in knowledge maturity & support transformation
- Your AI roadmap for building a scalable, high-impact support model
Whether you're building your AI strategy or looking to elevate your current support experience, this session delivers practical insights, proven approaches, and research-backed guidance to help you get there.
