When running a marketplace with over a million sellers, contact center challenges can feel overwhelming. Especially with new features rolling out constantly, and when every update generates a fresh wave of support tickets (sometimes up to 50,000 per week). Without a strong knowledge base or AI-powered workflows, resolution times can reach seven or eight days.

In this session, Sujit Mohanty, Senior Program Manager for CX at TikTok, will share how he has built AI-enabled workflows to give agents solid context when a ticket comes in, with suggested next best actions. Combined with an improved knowledge base and better agent training, initial results during testing have been striking, with a 150 percent reduction in resolution times.

When dealing with dozens of different lines of business, however, there is no one-size-fits-all solution, with some ticket types being straightforward enough for automation to handle cleanly, while others full automation struggles with. In the session, we will discuss Sujit's approach to rigorous experimentation that helps to find the right solution for each unique context.