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.
What
Tamara Wall
has to say about
How Leaders Should Adopt AI in Customer Support?
My biggest hot take?
Leaders shouldn't be rushing to "adopt AI." They should be deciding what they're actually willing to be accountable for once AI is in the room.
Right now, there's a ton of excitement about AI - but not enough ownership. We're adopting tools, shipping bots, and celebrating efficiency, yet we still struggle to answer three foundational questions:
Who owns accuracy?
Who owns customer trust when AI gets it wrong?
What decisions are we not letting AI make - on purpose?
AI doesn't replace poor leadership - it exposes it. Amplifies it, really.
AI doesn't fail because the tech isn't ready; it fails because the leaders aren't.
If you can't clearly explain who owns quality, trust, and outcomes once AI is live, you're not adopting AI - you're just hoping it behaves.
As leaders, if we don't have strong judgement, clear guardrails, and real metrics in place before deploying AI, we're not scaling - we're creating risk faster.
Ultimately, the leaders who are crushing it in this space aren't the ones who moved the fastest. They're the ones who moved intentionally - clearly defining where AI helps and where humans stay firmly in control.
