In this session, discover how Atlassian’s Customer Support Services (CSS) partnered with the Customer Service Management (CSM) product team to lead a groundbreaking transformation in customer support—powered by AI. Acting as “Customer 0,” CSS played a critical role in shaping the development of the CSM AI Agent, resulting in a hybrid support model that combines human expertise with intelligent automation in one of the most complex support organizations in the world - Atlassian.

While we'll share success metrics, we'll also share the human and operational story behind the transformation. You’ll learn how the team embraced experimentation, developed new skills, and reimagined what modern support looks like.  Whether you’re just beginning your AI journey or looking to refine it, this talk offers actionable insights for evolving support with a sharp focus on customer happiness, not just deflection.

Key takeaways: 

• Learn how the latest AI technologies are redefining customer service—and what’s next.
• Hear how Atlassian upskilled its CS teams, experimented effectively, and led a successful support transformation to see $10M in annual cost savings, a 50%+ resolution rate via AI, and a notable 10% reduction in support workload while maintaining a best-in-class 96.15% customer satisfaction score for AI-enhanced interactions.
• Understand why success isn’t just about automation or cost savings, but about solving problems and delivering better customer outcomes and how you can evolve your support practices for the better.