Automate cognition support, not accountability. AI shouldn't decide the outcome; it should provide the context agents need
Automate cognition support, not accountability. AI shouldn't decide the outcome; it should provide the context agents need
What
Vaibhav Kumar
has to say about
What
Vaibhav Kumar
has to say about
How Leaders Should Adopt AI in Customer Support?
How Leaders Should Adopt AI in Customer Support?
Hot take: Most support leaders are trying to use AI to replace human judgment, when its real value right now is in removing decision fatigue from agents. AI shouldn’t decide what the outcome is — it should decide what the agent needs next: context, risk flags, suggested actions, or guardrails. The fastest way to hurt CSAT is letting AI take ownership of edge cases it doesn’t fully understand. The fastest way to scale quality is using AI to make average agents think like your best ones. In short: 👉 Automate cognition support, not accountability.
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
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
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
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
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