SX Live Bay Area Meetup

Topic: Bionic Customer Support

In-Person Event with Customer Support Leaders and Practitioners

Come learn, share, and network with leaders and enthusiasts who are passionate about transforming the support experience.

We will start the evening with a presentation on Bionic Customer Support, followed by a discussion with support leaders on how they are leveraging AI in their organizations.

BCG Silicon Valley Digital Center
444 Castro St. Suite 150
Mountain View, CA 94041

June 9, 2022
5.30 pm – 8.30 pm PT

Registration for this event has closed.

22.06 NA FLDE - SX Live City Tour: Bay Area (#19)

SX Live is free to attend. But space is limited, so reserve your spot today!

Speakers & Session Info


Bionic Customer Support: The Seamless Interaction Between Humans and AI

A bionic company blends AI with human capabilities to power innovation, advantage, growth, efficiency, and resilience.

Bionic Customer Support is about seamless interaction between AI and humans – taking the best qualities of each to provide an optimum mix of customer experience and efficiency. The most valuable AI use-cases are unlocked when delivered as part of end-to-end human support processes.

Examples of bionic customer support include:

  • Using machine learning to proactively identify customer-impacting issues and trigger an automated or human resolution process
  • Dynamic routing of inbound contacts to bots or a matched human agent based on the issue complexity and customer profile
  • Customer-facing AI bot which seamlessly hands off to a human agent for more complex requests
  • Agent facing AI bot which guides the agent on the process or customer interaction
  • Use of digital twins to simulate an end-to-end customer support operations to optimize workflow and plan for resilience

Simon Bamberger
Managing Director and Partner,
Boston Consulting Group

Nicholas Clark

Nicholas Clark
Partner and Associate Director,
Boston Consulting Group

Ryan Maund
Boston Consulting Group


Leveraging AI in Customer Service and Support

Senior Support leaders discuss how they are using AI to enhance their customer support experience.

Françoise Tourniaire
Author, The Art of Support
Founder and Principle, FT Works

Nitin Badjatia
Sr. Vice President of Product Marketing
and Solutions Management for Sales
Cloud and Service Cloud, SAP

Deepak Chawla - headshot

Deepak Chawla
Sr. Vice President of Global
Product Support, UiPath

*Additional panelists to be named shortly.


5:30 pm
Meet and Greet

6:00 pm
Keynote: Bionic Customer Support

6:40 pm
Panel Discussion: AI in Customer Support

7:10 pm
Networking and Discussion

8:30 pm


BCG Silicon Valley Digital Center
444 Castro St. Suite 150
Mountain View, CA 94041