AI-Driven Customer Support

Wix Engineering Meetup

Sunday, September 14, 18:00 - 20:30

Monday offices, Yitzhak Sadeh 6, 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 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.

Please notice: the meetup will be in Hebrew

Agenda

18:00 — 18:30

Pizza & Gathering

18:30 — 19:00

Ohad Kedar, VP Product Platform, Lemonade

GenAI Meets the Customer

Ohad explores how GenAI is reshaping customer engagement through Lemonade’s journey - from early automation to Gen AI-powered support, serving 2.5M+ customers across five product lines.

He shares real-world examples of scalable, personalized service powered by GenAI, and wraps with Lemonade’s latest flagship project: AI Maya - Voice.

19:00 — 19:30

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

19:30 — 20:00

Ofir Ashman, Product Manager, Wix

Ori Morhaim Senior Data Scientist, Wix

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.