Introducing AI into support isn't just a technology challenge. It changes how people work, what they're expected to do and how confident they feel about their future. Without the right approach to adoption, even the most capable AI tools can struggle to deliver their intended value. This session explores how support leaders can bring their teams along through the AI transition, from addressing concerns about automation to developing new skills and building trust in AI-assisted workflows. Learn how to balance top-down direction with frontline experimentation so your people feel equipped to use AI, not threatened by it. Key learnings: - How to address team concerns about AI and changing responsibilities - What effective AI training and enablement look like in practice - How to build confidence in AI outputs without encouraging blind reliance - Ways to turn frontline experimentation into repeatable team-wide practices