SpeakersAgendaWhy attendPartnersVenue
Locations ▼
Text here
Text here
Sign In
Register
SpeakersAgendaWhy attendPartnersVenue
Locations ▼

Get invited

Register

Request to partner

Register now

Call to action
Your text goes here. Insert your content, thoughts, or information in this space.
Button

Back to speakers

Jillian
Zatta
Senior Manager Solution Consulting
Kustomer
Jillian Zatta is Head of Solutions Consulting at Kustomer, where she leads the team, strategy, and technical sales motion for an AI-powered customer experience platform. With a background spanning conversational AI, customer success, and solutions consulting, she specialises in translating complex technology into practical business outcomes. Jillian has extensive experience helping organisations adopt AI to improve customer interactions, streamline workflows, and scale effectively. She holds an MBA from Northwestern University’s Kellogg School of Management, with a focus on growth and scaling strategy and technology management.
Button
27 October 2026 11:45 - 12:30
Panel | Humans in the loop: Where do support leaders draw the line with AI?
AI can handle more than most support teams expected. The harder question is knowing when it should not. This panel explores how leaders are making decisions about escalation, oversight, and accountability as AI takes on a growing share of customer interactions. Speakers share how they are designing systems that hand off intelligently, catch failures before customers notice, and maintain quality without creating bottlenecks. In this session you will: - See how leading teams are designing escalation that feels seamless to the customer and does not slow down your team - Understand how to catch AI failures before they reach the customer and what to do when they do - Leave with a framework for deciding where AI owns the interaction and where humans need to stay in control