About this event
AI is rapidly becoming part of the customer support stack, but trust remains one of the biggest barriers to adoption.
In this webinar, Lucas Via, SVP of Customer Success at Hiver; Karen Lam, Director of Customer Support at Top Hat; Christian Sokolowski, VP of Customer Support at Rebuy Engine; and Sarah Caminiti, Head of Business Transformation at SupportNinja, unpack findings from a global survey of 700+ support leaders, where 9 in 10 said they’re uncomfortable with AI representing their brand in customer-facing interactions.
Together, they explore what’s behind that hesitation and what it takes to adopt AI responsibly without compromising customer experience. The discussion covers brand safety, empathy, accountability, decision-making, and where support teams should draw the line between automation and human judgment.
Speakers
Agenda
Inside the event
Welcome & Introduction
Meet Lucas Via, Karen Lam, Christian Sokolowski, and Sarah Caminiti and set the stage for the AI trust conversation.
Why Leaders Don’t Trust AI Yet
A deeper discussion with Karen, Christian, Sarah, and Lucas on concerns around tone, empathy, accuracy, and decision-making.
Where Should AI Draw the Line?
The panel explores which support interactions AI can handle independently—and where human judgment is still essential.
Accountability in an AI-Powered Support Model
Who is responsible when AI makes a decision or communicates directly with a customer?
Final Takeaways
The panelists share their key lessons for building trust and adopting AI responsibly in customer support.
