Most AI investment in support goes into the agent customers talk to. The results depend on the planning behind it. When customer demand surges, support teams have to cover more hours, more regions and more channels without letting response times slip. Now AI agents are taking on part of that volume too. How do you plan capacity when part of your workforce isn't human? This session goes inside a fast-growing support operation that rebuilt how it forecasts, schedules and staffs to keep up with demand. It looks at how that planning changes once AI agents join the mix, from deciding what to automate to keeping context intact when a case moves to a human. Through a workforce planning leader's view of scaling support across time zones, attendees will see how a blended human and AI team is planned and run day to day. Key takeaways: → Decide which interactions should go to AI agents, in-house teams or outsourced partners → Forecast and schedule a workforce that's part human and part AI → Expand coverage and priority support without letting response times slip