Frequently Asked Questions

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The CCAIA is an organization that aims to spread the best practices for AI adoption among customer support leaders. We believe the best way for this to be accomplished is to provide education and opportunities for industry leaders to connect and share experiences. 

There is no formal membership in the CCAIA. Educational resources are provided for free through the CCAIA newsletter. The CCAIA in-person events are invitation only. You can request an invitation here.     

The CCAIA has one event each quarter in the following cities:  San Francisco, New York City, and Atlanta. You can request an invitation here. 

CCAIA meetings cover four topics: 

(1) CX/AI Legal Updates - This segment covers litigation, new regulations, and legislation that relates to the use of AI in customer support. In the United States, plaintiff lawyers are invoking state privacy laws that pre-date the rise of AI to claim that some customer support practices are violating individual rights. Other countries have also been advancing regulations on the use of AI.  Therefore, a segment of the CCAIA meetings will be devoted to updates on new and pending litigation, as well as new and proposed regulations and legislation.  

(2) New Features - This segment is devoted new features launched by established companies during the previous quarter.  For a new feature to qualify as an item of discussion, it must be vouched for by one customer support leader who has had a positive experience using it. You can submit a request for a new feature to be discussed at upcoming CCAIA meetings using this form: New AI Feature Form.

 (3) New Companies - This segment is devoted new AI companies launched during the previous quarter.  For a new company to qualify as an item of discussion, it must be vouched for by one customer support leader who has had a positive experience as a user.  You can submit a request for a new AI Vendor to be discussed at upcoming CCAIA meetings using this form: New AI Vendor Form.

 (4) Story Time - For this segment, a customer support leaders will have an opportunity to share stories about how their companies have been using AI.

Each attendee receives a packet prior to the meeting containing information on the first three segments (legal updates, new features, and new companies). Attendees are expected to read this material prior to the meeting.

For the first three segments, a moderator introduces the topic for the segment. The attendees then engage in a roundtable discussion to exchange insights. Next, one attendee from each table is asked to share the table's insights with the larger group. 

For the fourth segment, Story Time, one customer support leader provides a story on how AI is used by their organization. And the attendees will have an opportunity to ask questions.

The afternoon event is followed by an early happy hour/dinner for those who are interested.