Assemble your human + AI Customer Support dream team and Mind Maze

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

Welcome & Mind Maze interactive challenge

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

Human + AI: principles of great support experiences

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

Customer story: Leadership Circle outcomes and lessons

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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Thank you!

Agenda

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Speaker

Michael Kimathi - Impact Masters & Africa's Talking (Consulting Entrepreneur & Head of Developer Community)

Award winning Developer and Tech Ecosystem Builder. He connects people to solutions that empower them to realize their highest potential and as a result, this has produced professionals and scalable businesses. In his free time, you will find him leading the developer community. His name is Michael Kimathi and this is his life purpose. Entrepreneur in Music and Technology. Driven by the purpos…

Moderator

Michael Kimathi - Impact Masters & Africa's Talking (Consulting Entrepreneur & Head of Developer Community)

Award winning Developer and Tech Ecosystem Builder. He connects people to solutions that empower them to realize their highest potential and as a result, this has produced professionals and scalable businesses. In his free time, you will find him leading the developer community. His name is Michael Kimathi and this is his life purpose. Entrepreneur in Music and Technology. Driven by the purpos…

Hosted By

Michael Kimathi, Atlassian Community Leader

Computer Scientist| Entrepreneur| Pro DJ (Consulting Entrepreneur in Technology and Entertainment). Developer Community Expert.

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Global Partner

Atlassian (http://atlassian.com)
Millions of users globally rely on Atlassian products every day for improving software development, project management, collaboration, and code quality.

For over a decade, Atlassian customers have come together to network, share ideas, solve problems, and find new ways to use Atlassian products. Today, more than 15,000 people take part in Atlassian community events in more than 30 countries.

Complete your event RSVP here: https://ace.atlassian.com/events/details/atlassian-nairobi-presents-assemble-your-human-ai-customer-support-dream-team-and-mind-maze/.