2026 Schedule
Session 305: Transforming Support Experience: The New Role of Tier 1 in the Age of AI
Rae Ann Bruno (Cumming, Business Solutions Training, Inc.)
Location: Octavius 13/14
Date: Wednesday, May 6
Time: 11:45 am - 12:15 pm
Pass Type:
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Track:
Evolving Service & Support Experience, AI in Action
Session Type:
Lightning Talks
Path:
IT Service Management
Vault Recording: TBD
Audience Level: All
AI and automation are reshaping the role of Tier 1 support. As routine requests are increasingly handled by AI, frontline support teams are shifting toward more complex interactions that require stronger collaboration, better knowledge, and new ways of measuring success.
This shift raises important questions for support leaders: What work will remain at Tier 1? What should be automated? And how should organizations prepare for a different support model?
In this session, we’ll explore how AI is changing the nature of Tier 1 support and what it means for experience, escalation, and the evolving value of frontline support teams.
Takeaway
- How AI is reshaping the role of Tier 1 support
- Why the Tier 1 experience is critical to overall service experience
- How the definition of support success is changing
- The growing importance of collaboration and knowledge in modern support models