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Published on by
Maria Reyes
About:
AI that advises is everywhere. AI that acts is rare.
Most AI in customer service makes the handoff look smarter. Bell Canada, one of North America’s largest telcos, made the handoff disappear. Customer service teams aren’t struggling because they lack information. A patchwork enterprise, repetitive tasks, and cases that bounce between teams — they’re causing a resolution problem. And AI that advises without acting doesn’t solve it. It adds a new layer to the same loop.
The team at Bell didn’t deploy AI where it was easiest. With Ateko, backed by Bell, they built a philosophy around placing AI where friction lives. Join Jacob Sokoloff, Director of Customer and Channel Experience at Bell to hear the story directly: what the challenge was, what changed, and what it meant for the team.
In this session, you will learn:
- How AI agents deliver self-service that actually works — resolving customer issues end-to-end, without the back-and-forth that erodes trust and inflates handle time
- Why human agents can finally escape manual, repetitive work — the searching, chasing, and waiting that kills productivity and drives attrition
- How AI closed the gap from intake to resolution — so work gets finished, not just forwarded across departments that were never designed to talk to each other
Don’t miss this chance to hear firsthand how Bell made coordinated, AI-driven resolution operational at scale. Register now.
Speakers:
Jacob Sokoloff, Director, Customer Experience & Systems Transformation, Bell
Sarah Houlihan, Sr. Dir., Product Marketing, CRM, ServiceNow
Register now - https://info.servicenow.com/WBR-MA00015698_Q3-FY26-Autonomous-CRM-Resolution_MT00003580_LP.html?refe...
Will you be attending?
Starts:
Tue, Aug 11, 2026 08:00 AM PDT
Ends:
Tue, Aug 11, 2026 08:30 AM PDT