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

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

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

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

Christopher Lind

Founder & Chief AI Strategist

Christopher Lind Co.

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

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

Tamara Wall

Head of Support

Common Room

All
Leaders

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

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

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

Christopher Lind

Founder & Chief AI Strategist

Christopher Lind Co.

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

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

Tamara Wall

Head of Support

Common Room

All
Leaders

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

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

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

Christopher Lind

Founder & Chief AI Strategist

Christopher Lind Co.

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

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

Tamara Wall

Head of Support

Common Room

All
Leaders

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

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

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

Christopher Lind

Founder & Chief AI Strategist

Christopher Lind Co.

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

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

Tamara Wall

Head of Support

Common Room

All
Leaders

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

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

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

Christopher Lind

Founder & Chief AI Strategist

Christopher Lind Co.

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

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

Tamara Wall

Head of Support

Common Room

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

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

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

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

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.

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

All Leaders

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

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

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

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.

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

All Leaders

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

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

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

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.

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

All Leaders

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

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

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

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.

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

All Leaders

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

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

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

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.

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

All
Leaders

All
Leaders

All
Leaders

All
Leaders

All
Leaders