From Tickets to Touchpoints: How GenAI is Redefining Customer Journeys in Marketing Automation

Generative AI (GenAI) is transforming marketing automation, enabling personalized, scalable, and cost-efficient customer experiences. This session explores real-world use cases where GPU-powered GenAI enhances Mautic workflows, turning support tickets into proactive engagement. Case studies show 30%+ faster response times, 20–35% higher first-contact resolution, and interaction costs reduced to pennies. Attendees will learn how retrieval-augmented generation, multilingual microservices, and continuous optimization integrate with open-source MarTech ecosystems. We’ll share a playbook for GenAI adoption—covering data readiness, governance, and trust—while highlighting when traditional automation remains more effective. The session concludes with insights into multimodal and contextual LLMs driving the next wave of personalization in campaigns, lead nurturing, and lifecycle management.