Every AI support deployment eventually runs into the cases it should not touch alone, the emotionally charged complaint, the ambiguous policy exception, the customer who needs to feel heard before they need to be resolved. Knowing where that line sits, and building for it deliberately, is what separates a mature deployment from a brittle one. This panel brings together support leaders to talk through where they have deliberately kept humans in the loop, how they identify those cases before a customer has a bad experience, and what they have learned about designing the handoff so it does not feel like a downgrade. What this session will cover: - How teams identify which cases need a human before the customer has to ask for one - What makes a human in the loop handoff feel seamless instead of like a failure of the AI - Where human judgment has caught something the AI would have missed - How to train agents for the more complex, judgment heavy caseload AI leaves them with