Brian Bachofner

SVP, Marketing & Business Development Neuron7.ai

August 10, 2026

8:40 AM Chairperson Opening Remarks

Agentic AI can orchestrate triage, dispatch, and resolution at scale. But the organizations seeing real results aren't just deploying better agents. They're building on better data.

Kicking off the day, Brian Bachofner, SVP at Neuron7, shares what data quality actually looks like when you measure it at scale, drawing on learnings from analyzing the case and resolution data of the world's leading field organizations, where most are starting from, and what it takes to close the gap.

The session sets the stage for the leaders who follow: practitioners who have made the journey from pilot to proven, and have the numbers to show for it.

9:55 AM Panel: Agentic AI in the Real World: Triage, Dispatch, and Knowledge Use Cases That Actually Pay Off

Agentic AI is moving beyond hype in field service, taking on real work across triage, dispatch, and knowledge that directly improves uptime and customer experience. This session will unpack concrete use cases where autonomous and semi autonomous AI agents classify incidents, recommend next best actions, and match the right technician, parts, and time window without breaking existing workflows. We’ll discuss what it takes to connect these agents to clean data, robust knowledge bases, and governance so they can be trusted by technicians, planners, and leaders. Attendees will leave with a practical view of where agentic AI delivers measurable ROI today, what pitfalls to avoid, and how to design a realistic roadmap from pilot to scaled deployment

Key discussions include:

Exploring concrete agentic AI use cases in triage, scheduling, and support
Integrating AI into existing workflows without breaking them
Benchmark where you are on the agentic AI maturity curve

August 11, 2026

11:40 AM Technology and Partner-Led Roundtables

Technology partner-led roundtables give field service leaders a confidential forum to benchmark strategies, pressure-test technology roadmaps, and co-create practical solutions with peers and experts who live the same challenges every day

If you're interested in sharing thought leadership during these interactive sessions contact Rachel.Muser@wbresearch.com

Table #1- to Autonomous Service Journeys: How AI Agents Are Transforming Service and Support Operations

Improving resolution speed, first-time fix rates, and technician productivity remains a priority for service leaders, even as the complexity of service environments continues to grow. This executive roundtable will explore how organizations can move beyond traditional knowledge management and point solution AI toward autonomous service and support journeys powered by decision intelligence and AI agents.

Designed for service and support executives, the discussion will focus on how service organizations can capture value from underused knowledge sources. Participants will discuss how AI can mine this knowledge, identify patterns, and turn it into actionable guidance for support teams, field technicians, parts teams, and service operations.

Led by Josh Russell, VP, Product Management, and Dhruv Desai, Solution Consultant, at Circuitry.ai, the session will bring an industry practitioner perspective on what it takes to deploy AI in real service environments.

Join us for interactive discussions and exercises. By the end of the roundtable, participants will be able to:

Understand how to turn service knowledge into decision-ready intelligence
Define the right KPI model for autonomous service journeys
Identify high-value AI agent use cases across the service journey
Evaluate the path from AI assistance to autonomous service execution

Josh Russell, VP, Product Management, Circuitry.ai

Dhruv Desai, Solutions Consultant, Circuitry.ai

Fred Ritz, Vice President NORAM Field Service Operations, Quadient

Table #2- Stopping Dispatches Before They Start

Karl Storz built structured troubleshooting to guide their field technicians. It ended up doing much more. Their technical support team ran with the same approach and began resolving issues remotely, deflecting dispatches at more than double the goal they set.

This is the kind of result that raises a question every service leader is sitting with today. What does it really take to make an organization AI ready? Robert Brown of Karl Storz North America joins Neuron7's Brian Bachofner to talk through how they are turning the expertise inside their field and support teams into a foundation they can build on, and why that foundation gives them the confidence to take AI into new parts of the business.

Bring your own challenges and trade notes with peers working through the same questions

Robert Brown, Regional Manager, Performance Support, Karl Storz North America

Brian Bachofner, Senior Vice President Marketing & Business Development, Neuron7.ai

Table #3- Hosted by Echo360

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

Download The Latest Agenda