How AI Employees Transform Customer Support | Bigblue x Ema

Featured Speaker

Surojit ChatterjeeCEO of Ema

Mathieu LyséProduct Manager, Bigblue

Summary

Customer support is a hard problem to solve. Providing trust at scale, cost-effectively, is one of the toughest challenges for a business. Bigblue is a logistic tech company that knows this firsthand. Empowering hundreds of D2C brands with order fulfillment, they handle about a million orders a month, providing customers with status updates, dealing with order deliveries and returns, across carriers, suppliers, and other stakeholders in the complex supply chian. Seasonal demand spikes, unpredictable order volumes, and a lean support team demand creativity and innovation in solving this problem — without hiring an army of support agents. Unless they're AI agents. Enter Ema. In this episode, Bigblue shares how they’ve embraced agentic AI from Ema to automate repetitive customer support workflows while keeping empathy, customer satisfaction, and an on-brand experience at the center. We go deep on common myths: No, AI agents don’t reduce empathy — they ensure every customer gets a timely, consistent, and high-quality resolution. They don’t replace humans — they free them up to focus on what truly matters. We’ll also explore how agentic AI handles scale, seasonality, and multilingual queries — all without ballooning headcount or compromising quality. Whether you’re running a Customer Support org or building AI into your CX function, this is a conversation you don’t want to miss.