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