As technology reshapes customer service, teams are under pressure to move faster, reduce costs, and still deliver great experiences. Join us for “Assemble your human + AI customer support dream team and Mind Maze” to see how Atlassian Customer Service Management (CSM) and AI can work together with your support team, not replace it.

We’ll start with Mind Maze, a quick interactive challenge to get everyone involved. You’ll solve puzzles, answer trivia, and tackle creative tasks individually or in teams:an energizing way to warm up, meet other attendees, and think about collaboration and problem‑solving.

Then we’ll walk through real customer service scenarios to show what “good” looks like: always‑on, effortless, personal, and human when it matters. You’ll see how CSM brings together omni-channel support, AI agents, customer context, and workflows to help teams resolve issues faster and create better customer experiences.

You’ll leave with practical ideas you can apply in your own support environment; whether you’re just starting with AI or looking to improve what you already have.

Event objectives

• Show how human + AI teams can improve customer experience, not just ticket containment

• Highlight how Atlassian CSM supports omni-channel service with AI agents and rich customer context

• Share simple patterns for designing and iterating AI‑powered support workflows

• Get attendees actively engaged through the Mind Maze interactive opener

Agenda

1. Welcome & Mind Maze interactive challenge

2. Customer service in the age of AI: what’s working and what isn’t

3. Human + AI: principles of great support experiences

4. Deep dive: Atlassian CSM, AI agents, and support workflows

5. Customer story: Leadership Circle outcomes and lessons

6. Key takeaways, Q&A, and next steps

Target audience

• Support, CX, and operations leaders

• Developers and tech professionals working on support tools

• Community members, students, and early‑career professionals interested in modern support and AI

• Anyone in the Atlassian community curious about using AI to improve customer service

We have over 6,000+ members and we meet regularly to encourage better use of Atlassian tools among current or prospective users. Our events typically offer several team talks, hands-on workshops, Hackathon, free food/drink, and networking opportunities with 75-200 attendees.

Like an attendee at one of our events, you can expect to:

• Share and learn Atlassian product knowledge, best practices, and case studies.

• Provide valuable user input to Atlassian so that they can keep making great products for us to use.

• Network and build a support system with fellow Atlassian product users.

Atlassian Community Nairobi is an award-winning community:

• SET THE STANDARD 2022

• SET THE STANDARD 2018

• MOST ACTIVE in EMEA 2017

• Global MASTER OF CONVERSION WINNER 2017

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