AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.
AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.
What
Rohit Tripathi
has to say about
What
Rohit Tripathi
has to say about
How Leaders Should Adopt AI in Customer Support?
How Leaders Should Adopt AI in Customer Support?
"With over 11 years of experience in the support industry, and particularly in the last 5-6 years focusing on automation and AI, I've observed a remarkable transformation in the way our industry operates. The advantages of AI are undeniable; however, we are still observing emerging trends in its adoption. One key observation is the hesitance among support teams to embrace AI, often perceiving it as a tool that simplifies tasks and, thus, carries a stigma or suggests a lack of expertise within the team. Despite understanding the benefits AI brings to their daily work, a noticeable gap in awareness regarding the tools and forthcoming trends prevents teams from unlocking their full potential. If leaders can identify this gap early, conduct thorough research, and introduce a diverse set of tools while encouraging AI utilization, individual contributors will likely achieve faster delivery and better outcomes."
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