How support teams scale effectively with AI

Customer expectations continue to rise while support teams are under growing pressure to deliver fast, consistent and high-quality service with limited resources.

Today, 70 percent of customers expect agents to know who they are and what they’ve previously discussed (Zendesk), yet 83 percent still find themselves repeating information to multiple agents—a major driver of frustration and inefficiency.

Half of the top ten trends impacting CX practitioners in 2025 were related to AI and automation, as uncovered by CX Network research. With 42 percent of agents saying they lack access to the right context or tools (Gartner), support leaders are increasingly looking to embedded intelligence—such as AI voice agents, automated call summaries, smarter triage, and real-time insights—to reduce manual workload and improve service quality.

In this webinar, our discussion will focus on practical, real-world applications of AI in support.

Designed for CX and support leaders, this session will provide clear guidance on where AI delivers the most immediate value, how to prioritize workflows for early impact, and what success looks like in the first stages of adoption. Attendees will leave with a grounded understanding of how AI can be applied thoughtfully to strengthen support operations and meet evolving customer expectations.

Attendees will:

• Understand where AI creates the most immediate impact in support operations, including reducing manual administration, improving triage, and increasing visibility across customer interactions.
• Learn how AI voice agents and embedded intelligence can help support teams scale without adding complexity, enabling faster resolution while preserving a human, consistent customer experience.
• Gain practical guidance on how to start or optimize an AI strategy, including which workflows to prioritize first and how to demonstrate measurable value early on.
  

Speaker

Najma Tabasum
Head of Partnerships, UK&I
Aircall

Najma Tabasum is a consultative sales and partner manager with over 8 years of experience in building long-lasting partner and client relationships within the EMEA region. Najma is focused on driving revenue growth through a collaborative and value-driven relationship model to optimize mutual profitability by strategic co-selling and business expansion by building effective marketing and go-to-market strategies.

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