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The AI Trust
Gap in Support
Why leaders are still cautious about
letting AI represent their brand
- March 12, 2026
- 11:00 AM PT / 2:00 PM ET
We surveyed 700+ support leaders globally, and one finding stood out - 9 out of 10 leaders are uncomfortable with AI representing their brand directly in customer-facing interactions.
In this session, we explore where that hesitation comes from, how accountability shifts when AI is involved, and where teams should draw the line between human judgment and automation
Hear from a panel of distinguished CX leaders, who are figuring out how to use AI responsibly in real support operations.
Moderator
Lucas Via
SVP of Customer Success
@Hiver
We surveyed 700+ support leaders globally, and one finding stood out - 9 out of 10 leaders are uncomfortable with AI representing their brand directly in customer-facing interactions.
In this session, we explore where that hesitation comes from, how accountability shifts when AI is involved, and where teams should draw the line between human judgment and automation
Hear from a panel of distinguished CX leaders, who are figuring out how to use AI responsibly in real support operations.
Moderator
Lucas Via
SVP of Customer Success
@Hiver
What you can expect to take away
from this discussion
Learn why support leaders hesitate to trust AI with their brand
Unpack the real concerns behind tone, empathy, decision-making, and brand risk
Get clarity on where AI fits in the customer experience
Understand what AI should handle behind the scenes versus where human judgment still matters most.
Understand accountability when AI is involved
See how ownership shifts when AI influences customer-facing responses and where responsibility truly lies.
Get practical guidance for brand-safe AI adoption
Take away principles to extend AI’s role in support without compromising trust or customer experience.
Inside the discussion
Welcome & Opening Context
Why AI adoption in support is accelerating, and why trust in letting AI represent the brand remains limited.
Why Support Teams Hesitate to Trust AI
The core concerns around tone, empathy, judgment, and brand risk that make teams cautious.
Accountability When AI Is Involved
Who owns customer-facing responses when AI drafts, suggests, or takes action, and how responsibility shifts in practice.
Where Support Teams Draw the Line on AI
What AI should handle behind the scenes versus where human judgment is still critical.
Making AI Brand-Safe in Support Operations
Practical principles to extend AI’s role without compromising trust or customer experience.
The future of customer support is AI-powered.
Closing the trust gap is what comes next.
- March 12, 2026
- 11:00 AM PT / 2:00 PM ET
Register
