470: Practitioner Stories: AI-Driven Customer Self-Service with Ancestry and AppFolio
Angelina Gennis and Max Ball speak with Joe Wang of Ancestry and Guneet Singh of AppFolio about what it takes to move conversational AI into production—grounding deployment in customer experience, organizational readiness, and measurable outcomes. Featuring: Joe Wang — Director of Customer and Commnunity Experience at Ancestry Guneet Singh — VP of Customer Experience and Global Operations at AppFolio And guest host Max Ball, Principal Analyst, Forrester Show notes: The next horizon includes more proactive onboarding, stronger voice authentication, and expanded API-enabled capabilities. It…
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