Ford Motor Company
Technical Hotline Operations Manager
AI delivers greater value when it connects data, decisions and workflows across the warranty lifecycle. We will explore a future state where AI connects customer concerns, diagnostics, coverage and claims to reduce friction, disputes and rework for dealers, OEMs and customers. Delivered through Shark Tank Style presentations and an AI in the field panel.
Michael Goebelbecker is a Technical Hotline Operations Manager at Ford Motor Company with extensive experience leading engineering and business teams. He has led production software and model-based implementation code across entire vehicle systems and piloted an advanced innovation team that delivered new robust features to production and several US patents. His new-feature development experience included customer focused prognostic solutions and machine learning AI tools to the forefront of vehicle production implementation. In his current role, he is focused on optimizing processes, balancing contact demand, aligning new tool capabilities, and forecast methods to meet the next generation of Technical Hotline demands. For this panel, he brings a practical engineering and operations perspective on implementing AI to improve knowledge delivery, agent effectiveness, process efficiency, and customer experience.
