AI in customer support gets reduced to one tired idea: ship a chatbot and cut tickets. That mindset misses where the real leverage is. We sit down with Robert Cabral, Head of Customer Experience at Runway, to talk about “AI beyond the queue” and what it looks like when an AI-first company uses automation to scale service while protecting the customer relationship.
We get practical about the messy middle: migrating long-lived support reporting, pulling data from multiple sources, and turning scattered metrics into a clear weekly narrative that product and leadership can actually act on. Robert shares how AI helps teams find the story inside ticket data, platform usage, and escalations, and why reporting is only valuable when it drives a better customer experience, a better product roadmap, and a better day-to-day for the support team.
Then we move past talk and into action. We discuss chatbot foundations for product education, plus higher-impact automations that do real work, like refund handling with strict guardrails and human escalation when context is missing. We also explore how AI enables support teams to build internal tools and repeatable templates, even without traditional engineering backgrounds, and why that capability can become a career accelerator across CX, product, QA, and engineering.
We close on leadership: how to address the fear that AI will replace support roles, how to set customer-focused goals, and how to plan for different outcomes if AI resolves 90% of questions or falls short. If you care about customer support AI, CX automation, AI reporting, and building durable teams in a fast-changing landscape, you’ll want this one. Subscribe, share with a fellow support leader, and leave a review if it helps you rethink your AI roadmap.