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
17:30 — 18:00
Pizza & Gathering
18:00 — 18:30
Lee Twito, GenAI Lead, Lemonade Co-host @ LangTalks
Lemonade CX Agent and Production Workflows
Behind the scenes of the tools, workflow, agents architecture and implementation patterns that enabled AI Maya to handle fully autonomously more than 40% of Lemonade's customer support tickets.
We'll dive into our LLM pipeline, no-code prompt management platform, and data-driven feedback flywheel. The continuous A/B testing drives our production improvements while delivering projected savings of $250M through 2028.
18:30 — 19:00
Ayana Reiss, Product group lead, 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.
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
20:00 — 20:30
Networking
Speakers
(01)
Ayana Reis
Product Group Lead, Customer Care, Wix
(04)
Lee Twito
GenAI Lead, Lemonade
Co-host @ LangTalks
(02)
Ori Morhaim
Senior Data Scientist, Wix
(03)
Ido Finder
Senior Data Scientist, monday.com
Join us
Sunday, June 15, 17:30 - 20:00
Wix Campus, Yunitsman St 5, Tel Aviv-Yafo.
For more detailed instructions check out this navigations guide.
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