The AI conversation in customer support has been dominated by one metric: deflection. But what about the 40% of tickets that will never be deflected? While AI can successfully automate routine, repetitive queries, the most valuable customer interactions are often the most complex, requiring judgment, cross-functional collaboration, account context, and human empathy. Yet most AI strategies stop where deflection ends. In this session, we'll challenge the industry's obsession with deflection rates and introduce a more practical framework for AI adoption in complex B2B support. You'll learn why support queues naturally split into two distinct categories, what makes certain tickets inherently resistant to automation, and how leading teams are using AI to accelerate, not replace, human expertise. Walk away with a new way to evaluate AI investments and practical approaches to improving resolution quality, reducing handling time, and empowering agents on the tickets that matter most.