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Ryan
Randall
Director of Customer Care
Universal Audio
Ryan Randall is the Director of Customer Care at Universal Audio, with more than two decades of experience across customer service and audio technology. He combines world-class service fundamentals honed at brands like Bose with emerging technologies like AI to help musicians and creators get the support they need to succeed. At Universal Audio, he led the implementation of Ada’s AI agent, now engaging 10,000 customers monthly with a 40% automated resolution rate and 60% containment rate. Outside work, Ryan is a music producer, a family man, and a brown belt in Brazilian Jiu-Jitsu.
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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