Richard Lawrence

Head of Service Excellence EasyJet

Summit Day Two - Wednesday, 7th October 2026 [CET]

13:50 Panel Discussion: When AI Writes the Complaint

Customers are increasingly using generative AI tools to escalate issues and articulate service failures. This shift raises questions about authenticity, complaint volume, and how organisations interpret customer feedback. This panel explores how AI-generated contact is changing the nature of customer communication and what it means for complaint handling, sentiment analysis, and VoC programmes.

Learning Objectives

• Discover how AI-generated customer contact is evolving

• Assess implications for complaint management and feedback analysis

• Determine how organisations can adapt VoC strategies

Key Takeaways

• Insights into emerging patterns in AI-assisted customer contact

• Approaches for maintaining authentic customer insight

• Lessons for adapting feedback and complaint processes

Check out the incredible speaker line-up to see who will be joining Richard.

Download The Latest Agenda

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