Delivering seamless, responsive support is critical for live events, where delays can disrupt schedules, partnerships, and attendee experiences.

As Jublia evolves into Jublia AI, becoming an AI-native company has meant rethinking not only our platform but also how teams operate and support customers. Intelligence is now embedded across the organization—from product development to event operations and customer experience.

This transformation has led to Judy, our CX AI Agent, part of the Customer Success team. Judy enhances the event experience by providing timely support, guiding users through the platform, and resolving issues in real time alongside human teams.

While Jublia AI powers the event platform and engagement intelligence, Judy focuses on the people interacting with it, assisting attendees and organizers as they navigate complex event environments.

Why Event Support Must Evolve

Event support typically centers on time-sensitive issues such as login failures, meeting scheduling conflicts, missing lead exports, or difficulty accessing event materials. These challenges can arise before the event even begins.

Individually manageable, these issues become far more critical during event hours where coordination is tight and time is limited. In these environments, even small delays can interrupt attendee journeys, disrupt meetings, and affect overall event satisfaction.

Support therefore needs to do more than simply respond to questions. It must help resolve issues throughout the entire event lifecycle—from pre-event planning to post-event follow-ups—so attendees and organizers can move forward without disruption.

That urgency is what led us to evolve our approach to customer experience.

The Evolution of Judy: From AI Assistant to CX AI Agent

Judy was initially an AI assistant helping organizers and attendees with tasks ranging from answering questions to summarizing sessions and analyzing feedback. Many early capabilities are now part of Jublia AI’s core platform, powering the overall event experience.

Today, Judy returns as a dedicated CX AI Agent, focused solely on enhancing customer experience. She ensures attendees and organizers receive timely, accurate support, handling operational inquiries efficiently while humans focus on complex or high-value interactions.

Judy is our first in-house agent within our Customer Success team, serving as a key construct of our rapidly evolving AI-Native teams at Jublia AI.

Extending the AI-Native Approach to CX

Becoming AI-native means treating intelligence as a foundational capability rather than an add-on feature.

At Jublia AI, this approach shapes how we design our platform, build products, and support event participants. AI assists teams internally while enabling smarter, more responsive experiences across events.

Judy reflects this philosophy within the customer experience layer. Acting as a digital first responder, Judy manages support inquiries across all event phases, helping users find answers quickly while ensuring more complex issues reach the right human team members.

How Judy Resolves Event Support Requests

Judy uses a triage-based system that moves from answering questions to resolving them efficiently:

Understanding the urgency

Every conversation is analyzed for what the attendee is asking and why. Judy distinguishes between general questions, registration errors, and time-critical issues.

Finding the right answer

Once intent is clear, Judy provides responses that are accurate, relevant, and aligned with the latest event information.

Deciding who resolves it

Based on context and urgency, Judy either resolves the issue instantly or escalates it to a human support member, preventing bottlenecks and ensuring complex problems are handled appropriately.

Augmenting Support, Not Replacing It

Judy strengthens the support team, not replaces it.

While early-stage AI agents typically handle around 30% of inquiries, Judy resolves about 40% of all questions asked, a strong performance for fast-moving, highly dynamic events.

Common topics Judy addresses include (but aren’t limited to):

• Login and account access issues
• Meeting scheduling and coordination
• Profile and personal information updates
• Lead and data export questions
• Event documents and credentials
• Platform technical guidance
• Communication preferences

By resolving these common questions quickly, Judy removes much of the operational noise that can overwhelm support teams during live events. In doing so, she supports the human Customer Success team, allowing them to focus on complex issues requiring their expertise. 

What This Means for Event Teams

Managing routine inquiries efficiently, Judy speeds up response times and reduces operational load.

For attendees, this means receiving immediate guidance for common questions while still having access to human assistance when needed. Because conversations remain connected within the event environment, support interactions stay organized and efficient.

For organizers, it results in fewer disruptions during critical live event moments and a smoother overall event experience for their attendees.

Scaling Event Support for Global Events

As events grow to thousands of participants worldwide, support must scale too.

Judy provides response capacity for environments with 10,000+ concurrent users, helping teams manage high inquiry volumes from pre-event registration through live sessions and post-event follow-ups without being constrained by office hours or geographic limitations.

By embedding AI within how we operate as an organization, Jublia AI ensures that event support can scale alongside the growing complexity of global business events.

Transform event support into a strategic advantage with Judy by your side. Book a demo to see how Judy helps deliver faster, more scalable support for your attendees