Author’s Note :- Welcome to my writing space—and my very first post here!
With the rise of AI, support is one of the strongest candidates for transformation—the real question is how to think about it. Let's explore!
Who this Article is valuable for:
Leaders transforming support or escalation functions
Ops & strategy teams working on AI infusion in processed and adoption
Not so technical personas upskilling in AI
Engineers and techies who want to design with a strategy lens from the start
Why it matters:
Because AI transformation isn’t about adding more tools — it’s about making a coherent set of choices that blend structure, adaptability, and continuous learning.
Designing Enablement That Thinks in Journeys, Not Checklists
Enablement has long been seen as a toolkit — frameworks and playbooks meant to guide consistency and performance. But in engineering, the real challenge isn’t the lack of tools — it’s the absence of context. As teams move closer to customers, the need for clarity, empathy, and timing becomes critical. This piece explores how engineering can borrow from the behavioral craft of sales to build enablement systems where precision meets empathy — and clarity becomes culture.
Support Transformation with AI: Workflows, Agents and Insight Loops
Support doesn’t need another chatbot. What it needs is a balance: workflows for predictability, agents for flexibility, and an insight loop so we don’t repeat the same mistakes. This playbook shows how to design digital teammates, enable adoption, and democratise support systems.