When AI absorbs the routine, repeatable share of a support queue, the job left for human agents is not a smaller version of the old one, it is a different job entirely, closer to system design, knowledge management, and judgment calls than queue clearing. This closing keynote for the day covers what that shift actually demands from support agents and their managers, what skills are becoming genuinely more valuable, and how leading teams are building the training programmes to get their people there before the gap becomes a retention problem. Key takeaways: - What the AI era support role actually looks like day to day, compared with the queue clearing role it replaces - Which skills are becoming more valuable, and which are becoming less relevant - What a realistic reskilling timeline looks like for an existing support team - How to frame this shift internally so it reads as growth, not as a threat