Treat AI as an instrument, not a replacement. Real gains come from augmenting judgment, not chasing blind deflection

Gabriel Jarrosson

Founder

Lobster Capital

What

Gabriel Jarrosson

has to say about

What

Gabriel Jarrosson

has to say about

How Leaders Should Adopt AI in Customer Support?

The biggest mistake leaders make with AI in support is treating it as a replacement before treating it as an instrument.AI is most valuable when it first augments human judgment rather than attempts to automate it away. The teams seeing real gains are using AI to surface context, draft responses, triage intelligently, and reduce cognitive load — not to blindly deflect tickets or chase cost reduction headlines.Leaders should start by asking: where do agents lose time, confidence, or context today? Those are the right entry points for AI. Only once quality, trust, and escalation paths are rock-solid does higher automation make sense.In short: adopt AI to make support more human, not less. Speed and efficiency follow naturally — but only if trust and accountability come first.

All
Leaders

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Chad Horenfeldt

VP of Customer Success

Siena AI

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Zack Hamilton

Strategic CX Advisor

Higher Oak

AI works best when it removes friction from work, not when it replaces judgment or accountability.

Rakesh Nath B.

Director of Customer Support

Phenom

AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.

Rohit Tripathi

Application Support Engineer

Last Yard

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

Jessica-Rose Garcia

Senior Manager, Customer Experience and Support

OneSkin

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

Parul Bhandari

CEO & CX Leader

CustomerXSuccess

All
Leaders

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Chad Horenfeldt

VP of Customer Success

Siena AI

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Zack Hamilton

Strategic CX Advisor

Higher Oak

AI works best when it removes friction from work, not when it replaces judgment or accountability.

Rakesh Nath B.

Director of Customer Support

Phenom

AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.

Rohit Tripathi

Application Support Engineer

Last Yard

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

Jessica-Rose Garcia

Senior Manager, Customer Experience and Support

OneSkin

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

Parul Bhandari

CEO & CX Leader

CustomerXSuccess

All
Leaders

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Chad Horenfeldt

VP of Customer Success

Siena AI

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Zack Hamilton

Strategic CX Advisor

Higher Oak

AI works best when it removes friction from work, not when it replaces judgment or accountability.

Rakesh Nath B.

Director of Customer Support

Phenom

AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.

Rohit Tripathi

Application Support Engineer

Last Yard

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

Jessica-Rose Garcia

Senior Manager, Customer Experience and Support

OneSkin

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

Parul Bhandari

CEO & CX Leader

CustomerXSuccess

All
Leaders

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Chad Horenfeldt

VP of Customer Success

Siena AI

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Zack Hamilton

Strategic CX Advisor

Higher Oak

AI works best when it removes friction from work, not when it replaces judgment or accountability.

Rakesh Nath B.

Director of Customer Support

Phenom

AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.

Rohit Tripathi

Application Support Engineer

Last Yard

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

Jessica-Rose Garcia

Senior Manager, Customer Experience and Support

OneSkin

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

Parul Bhandari

CEO & CX Leader

CustomerXSuccess

All
Leaders

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Chad Horenfeldt

VP of Customer Success

Siena AI

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Zack Hamilton

Strategic CX Advisor

Higher Oak

AI works best when it removes friction from work, not when it replaces judgment or accountability.

Rakesh Nath B.

Director of Customer Support

Phenom

AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.

Rohit Tripathi

Application Support Engineer

Last Yard

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

Jessica-Rose Garcia

Senior Manager, Customer Experience and Support

OneSkin

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

Parul Bhandari

CEO & CX Leader

CustomerXSuccess

Gabriel Jarrosson

What

Gabriel Jarrosson

has to say about

What

Gabriel Jarrosson

has to say about

How Leaders Should Adopt AI in Customer Support?

How Leaders Should Adopt AI in Customer Support?

All Leaders

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

AI works best when it removes friction from work, not when it replaces judgment or accountability.

AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

All Leaders

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

AI works best when it removes friction from work, not when it replaces judgment or accountability.

AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

All Leaders

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

AI works best when it removes friction from work, not when it replaces judgment or accountability.

AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

All Leaders

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

AI works best when it removes friction from work, not when it replaces judgment or accountability.

AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

All Leaders

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

AI works best when it removes friction from work, not when it replaces judgment or accountability.

AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

All
Leaders

All
Leaders

All
Leaders

All
Leaders

All
Leaders