AI should handle certainty; humans should handle judgment. Automating before clarity only scales confusion faster.

Stephanie Houston

Head of People

What

Stephanie Houston

has to say about

How Leaders Should Adopt AI in Customer Support?

Automation doesn’t create clarity. It scales whatever you already have - chaos included. If your knowledge base is out of date, workflows are inconsistent or escalation paths aren’t clear, any automation will simply make the confusion happen faster. Get the basics right, and in place first: clean information, clear ownership (RACI), crisp processes & strong rituals. Only then, use AI to speed things up - without sacrificing trust.

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