Context First: What to Do When AI Handles Most of Your Support Questions
AI is changing how customers find answers. As more routine questions are handled automatically, the role of community, support, and customer education is changing with it.
Many organizations still manage these functions separately. Support resolves tickets. Education provides courses and documentation. Community creates conversation, connection, and peer learning. But customers don't experience these as separate systems, and increasingly, neither should the teams behind them.
In this Context First session, Richard Millington, Founder of FeverBee, explores how leading organizations are bringing community, support, and customer education together into a more connected customer experience. Drawing on years of advising community teams around the world, he'll share practical guidance on where AI creates new opportunities, where human interaction still delivers the greatest value, and how to design an ecosystem that helps customers learn, solve problems, and succeed over time.
Rather than treating AI as a replacement for community, this session looks at how community, support, and education can work together to create a stronger customer experience in an AI-first world.
What you'll learn
- How AI is reshaping the role of community, support, and customer education
- Where customers benefit most from human interaction versus AI-assisted answers
- Practical ways to connect your community, help center, and educational resources into a more cohesive experience
- How to determine whether a customer question belongs in community, support, or education
- Which metrics matter most as AI changes how customers find answers and engage with your business
Speakers
