Rebecca Jones

Rebecca Jones

Rebecca Jones is the general manager of Mosaicx, a leading provider of customer service AI and cloud-based technology solutions for enterprise companies and institutions. Rebecca joined the West Technology Group, owner of Mosaicx, in January 2021, after a 25+ year career focused on growing businesses, people and client success. Rebecca also serves as a member of the board of the Families for Effective Autism Treatment (FEAT) of Louisville, KY, is an executive sponsor for Women of West, actively volunteers for The Molly Johnson Foundation that supports children with special needs, and champions causes promoting women in technology, including the IWL Foundation (Integrating Women Leaders Foundation), Tech Up for Women, and CCWomen.

Artificial Intelligence (AI)

Bridging to the Future: How Conversational AI Prepares Retailers for Agentic Systems

June 3, 2025 at 10:58 am

Retailers are under growing pressure to automate customer interactions and deliver faster, more responsive service. Agentic artificial intelligence, a new class of AI tools that can act independently and adapt to real-time signals, offers the opportunity to improve customer experience (CX) without constant human oversight. However, many brands still operate with systems and budgets tied…

Marketing, Customer Service, E-Commerce

Crafting a Customer Service Game Plan With Generative AI

October 12, 2023 at 3:39 pm

Customer service has crossed a threshold thanks to the rapid ascent of generative artificial intelligence. Retailers can tap the powers of generative AI to automate internal and external customer service processes, improve and personalize experiences, and elevate problem-solving. However, integrating generative AI into customer service processes requires careful planning and implementation. Decision-makers must develop a…