Beyond chatbots: The shift to AI agents in customer support

The evolution from traditional chatbots to AI-powered agents is revolutionizing customer support. While chatbots rely on scripted responses and predefined workflows, AI agents leverage advanced reasoning, automation, and personalization to handle customer inquiries, take actions on behalf of users, and continuously improve through learning. However, making this shift requires more than upgrading technology — it demands a strategic rethinking of data integration, model training, and trust-building.

In this VB Spotlight, we’ll explore the critical components of agentic AI in customer support and the key steps enterprises must take to transition successfully, from optimizing knowledge bases to ensuring seamless human-AI collaboration. Plus, discover the benefits companies can realize from making this transition.

Key takeaways

• Discover the critical steps to move from chatbots to AI agents and what infrastructure is required.
• Explore how AI agents can create personalized, proactive, and seamless customer interactions, plus applicable use cases.
• Understand how to balance automation with human empathy in AI-driven support.
• Uncover how AI-driven insights can enhance CX and improve business outcomes.

Presenters

Shailesh Nalawadi
Head of Product, Sendbird

Yoav Shargil
Chief Digital Officer, David's Bridal