AI in 80’s films was often scary. WOPR in WarGames. Skynet in The Terminator. Master Control Program in Tron. But 1985’s Weird Science made AI sexy, that is, if you can call Kelly LeBrock’s Lisa character AI. But she was created on a computer and trained on all the data Gary and Wyatt could feed it. How “human” she was exceeded all their expectations. But when Lisa became part of their reality, Gary and Wyatt found themselves in new and challenging situations. Those experiences helped them gain confidence and “grow up.”

Today’s AI can solve complex problems just like Lisa. Corinne Flanagan should know – she’s deployed a virtual agent named Kate to help Smartsheet users through all kinds of technical questions. That has reserved the new and challenging situations for her team of human support agents. And they’re gaining confidence and evolving to Smartsheet’s Support Agent 3.0 – human concierge agents that provide incredible customer experiences.

• Support evolution at Smartsheet• The team’s response to AI• How training and hiring have changed• Lessons learned from AI deployment• AI’s impact on agent burnout and job satisfaction• Building community and recognition among support teamsConnect with Corinne on LinkedIn – https://www.linkedin.com/in/corinne-flanagan-6b20842/

Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/