471: Practitioner Stories: AI-Driven Customer Self-Service with Fabletics and Consensys

Practitioners from Fabletics and Consensys offer detail on what it takes to move conversational AI into production—grounding deployment in customer experience, organizational readiness, and measurable outcomes. Featuring: Francesca Del Gobbo, Fabletics Dror Avieli, formerly of Consensys, current Chief Customer Officer at Elliptic And guest host Max Ball, Principal Analyst, Forrester Show notes: Generative AI promises to transform customer service, but the move from experimentation to AI-powered self-service is a leap for most organizations. Principal Analyst Max Ball brings two more experts from his network to share best practices: Francesca Del Gobbo, Technical Product Manager - Conversational AI, and Dror Avieli, former Managing Director and VP of Customer Success at Consensys (and current Chief Customer Officer at Elliptic) We explore: Why Fabletics and Consensys moved beyond traditional, deterministic bots, how LLMs change conversation design, testing, and multilingual support (among other things) What teams need to successfully operate once these systems are live Basics on how to select use cases, build the right data and API foundations, gain executive support, and assess vendors