AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.
What [Rohit] has to say about
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."
