Designing Support Journeys with Multimodal AI w/ Shan Lilja, Mavenoid
Автор: Service Council
Загружено: 2026-01-08
Просмотров: 6
According to Service Council’s Voice of the Field Service Engineer survey, 60% of frontline workers report that the products they service have grown significantly more complex over the past five years. As assets grow more complex, so does the support required to install, maintain and repair them. While traditional text-based AI excels at addressing common and routine issues, support teams often face challenges when problems are nuanced or involve multiple data types, such as images, video, voice, or structured data. In these cases, incomplete context can lead to extended downtime, additional delays, and increased frustration for both technicians and customers.
Join us on Thursday, January 8th, at 12pm EST as Service Council’s Chief Research Officer, Gerardo Pelayo, sits down with Shan Lilja, President and Founder of Mavenoid. Together, they’ll discuss how service leaders can design more effective escalation paths that capture the full context of a customer’s issue, enabling faster and more accurate resolutions while preserving the essential role of human expertise.
Shan is the co-founder and CEO of Mavenoid. Prior to Mavenoid, he co-founded the internet startup Gruppi, acquired by 24 Media Network, and was an early employee at Palantir.
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