AI is already in your support queue, but the real question is what it’s doing to your career path. I’m joined by Hilary Dudek, Head of Customer Experience at Gamma, to get specific about how AI is reshaping customer support roles and why the “bots are coming for our jobs” narrative misses the most important part: new jobs are being created right now.
We dig into what AI chatbots are genuinely good at, like handling simple requests and searching your help center faster than any human can, and where they still struggle, especially around empathy, reassurance, and messy edge cases. We also talk about the shift away from chatbots masquerading as humans and toward clearer, more transparent bot experiences that set expectations and make handoffs to human support feel natural.
From there we go deep on the emerging roles: AI Support Engineer, support architect, and the growing need for people who can manage connectors across documentation, Slack, email, CRM, and data warehouses. We cover prompt engineering, knowledge management, routing and triage, hallucination risk, and why sensitive areas like billing and legal context still require careful human oversight. Hilary also shares a practical example of rapid experimentation: building a “support psychic” with AI that predicts likely follow-up questions and suggested responses from recent ticket patterns.
If you lead support operations, manage customer experience, or you’re on the frontline wondering how to stay relevant, this conversation is a roadmap for leaning in with confidence. Subscribe, share this with your team, and leave a review, then tell me: what AI-powered support role do you want to see next?