Support teams have always measured speed. First response time, handle time, time to resolution. But when AI agents can resolve a ticket in seconds, the old benchmarks stop telling the full story. In this session, the speaker will share how support organizations are rethinking their performance frameworks as AI agents take on more of the resolution workload, what changes when humans shift from resolving to reviewing, and how to build a support motion that gets faster without losing the quality customers expect. Key learnings: - Why traditional support metrics break down when AI agents handle resolution - How to redesign quality frameworks for a human-plus-agent support model - What the handoff between AI and human looks like in high-stakes support scenarios - How to build leadership confidence in AI-led resolution without sacrificing visibility If you are leading a support team navigating the shift to AI-assisted operations, this session will give you a practical framework to take back to your team.