AI works best when it removes friction from work, not when it replaces judgment or accountability.
What [Rohit] has to say about
How Leaders Should Adopt AI in Customer Support?
AI adoption in customer support must begin with intent, not urgency. When leaders chase speed or cost reduction alone, they miss the real opportunity. AI should remove friction from work that drains human energy, not distance people from customers.
The right place to start is repetitive, low judgment interactions. Using AI to handle order status or basic troubleshooting gives teams time for conversations where context and empathy matter. This shift improves customer outcomes and restores purpose to support roles.
AI must work with people, not around them. The strongest adoption happens when AI assists with summarising conversations or drafting responses, while decisions remain human. When agents feel supported rather than overridden, trust follows.
Boundaries are essential. Accountability cannot be automated. AI can recommend actions, but ownership must stay with people. Customers may value speed, but they trust organisations that stand behind decisions and make escalation visible.
Learning must be continuous. When AI gets something wrong, that feedback strengthens the system. Teams that review these moments openly improve faster than those that treat errors as exceptions.
People readiness matters more than scale. Leaders who explain why AI is being introduced and how roles will evolve create confidence, not resistance.
AI in customer support is not about replacing human effort. It is about preserving it, so judgment, empathy, and meaningful problem solving can scale.
