Engineering Next-Gen Support: AI-Driven Customer Care

Wix Engineering Meetup

Sunday, June 15, 17:30 - 20:00

Wix Campus, Yunitsman St 5, Tel Aviv-Yafo.

About our meetups

Wix Engineering’s meetups dive into the real-world experiences behind building impactful tech solutions.

In this meetup, we’re zooming in on a challenge that nearly every product and support team faces: scaling customer care with AI. Join us as speakers from Wix, Monday, and Lemonade share how they built AI-driven systems that transform customer support - from AI-powered ticket resolution to dynamic routing and large-scale automation.

Whether you’re exploring your first AI assistant or looking to push your current system further, this meetup will offer real stories, practical tools, and surprising insights into what it takes to create smart, scalable customer experiences.

Agenda

17:30 — 18:00

Pizza & Gathering

18:00 — 18:40

Ido Finder, Senior Data Scientist, monday.com

Bringing AI-Powered Ticket Solving to Everyone @ monday.com

In this talk, we’ll share how we built an AI-powered ticket resolution product optimized for both quality and user experience - designed to handle diverse data sources through normalization and signal extraction, incorporate humans only when needed, and ensure data quality and trust throughout the system

18:40 — 19:20

Lee Twito, GenAI Lead, Lemonade Co-host @ LangTalks

How Rethinking Routing Helped Us Rethink Customer Care

Routing - not as dull as you think.

Behind every support interaction lies a critical decision: who should help, how fast, and with what expertise?

We faced the challenge of balancing speed and quality, and our solution was anything but ordinary. Using an AI and Reinforcement Learning model, we transformed routing from a basic process into a dynamic, intelligent system.