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SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Session 302: Why Your Support Organization Should Use a Human-plus-ChatGPT Approach to Writing Customer Responses

Leslie OFlahavan  (Owner, E-WRITE)

Location: Room 207

Date: Tuesday, April 30

Time: 3:45 pm - 4:45 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass - Get your pass now!

Track : Optimizing the Support Organization, Achieving Service Excellence

Session Type: Session

Vault Recording: TBD

Audience Level: All

Let's be honest: some tech support analysts are poor or unwilling writers. Their grammar and punctuation is rocky, they some -- not all -- of the customer's questions, and their tone can be a bit curt. At the same time, let's be honest about ChatGPT: it can't empathize with customers authentically, it occasionally provides incorrect information, and it's not great at building rapport or trust. Still, it's not "either"; it's "both." Your support organization should be using both humans support analysts and AI writing tools like ChatGPT to compose emails, knowledge base articles, and live chats with customers. In this session, Leslie O'Flahavan will cover some of the ways AI tools can help your team write quicker, clear that email queue faster, and make your organization's responses to customers better.


In this session, you'll learn:
• How to choose a human-first or an AI-first approach to writing to customers.
• Why support analysts must refine the less-than-sincere empathy statements AI produces
• How analysts can use AI to copyedit their freetexted emails and social media responses
• Whether an AI writing assistant can compose responses in that build trust