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Leveling Up CX: Mastering Conversational AI for B2B and B2C Customer Service

Phillip Dougherty  (Artificial Intelligence Product Manager, Lippert)

Location: Enterprise Case Studies Theater

Date: Tuesday, March 26

Time: 12:45 pm - 1:25 pm

Pass Type: 3-Day Conference Pass, 4-Day Conference Pass, Expo Plus Orlando, Half-Day Training - Get your pass now!

Session Type: Enterprise Connect Theater

Vault Recording: TBD


In manufacturing and retail, Fortune 1000 company Lippert has historically grappled with the complexities of catering to diverse product lines and customer bases. Addressing the needs of dealers, OEMs, and retail consumers necessitates tailored customer service strategies. To efficiently manage the overwhelming volume of inquiries, they turned to conversational AI and chatbots, which have resulted in significant cost reductions, improved sales, and enhanced customer experiences. Looking ahead, Lippert aims to further expand their AI capabilities to elevate knowledge management and ensure secure access, positioning them to navigate the evolving landscape with confidence and efficiency. Join this Case Study Theater to hear about the highlights and learnings along their accelerated CX transformation journey.