AI Isn’t Replacing Support Jobs. It’s Making Them More Human

About this episode

This episode explores how AI is transforming customer support roles and the essential human skills needed in the evolving landscape.

AI is changing customer support faster than most companies are prepared for. In 2026, the real challenge is not just automation or job loss. It is how AI is reshaping attrition, hiring, retention, and the human skills support teams now need to succeed. In this episode of the DesignRush Podcast, host Kia Johnson sits down with Funmi Mide Ajala, Head of Customer Support & Digital Operations at Hugo, to explore what the AI age means for customer support talent and why so many companies are still thinking about support roles the wrong way. Funmi explains why lower ticket volume does not always mean less pressure, how automation is leaving human teams with more complex and emotionally demanding work, and why that shift is forcing companies to rethink how they hire, train, and support their people. She also discusses the new skills that matter most in customer support today, why curiosity, judgment, creativity, and AI fluency are becoming essential, and how leaders should approach this transition with more empathy, clearer standards, and stronger systems for growth. You will learn: • Why AI is changing attrition and burnout in customer support • How automation is reshaping hiring…

People in this episode

Host: Kia Johnson

Guest: Funmi Mide Ajala

Topics covered

• AI in customer support
• human skills in support
• automation impact
• hiring and retention
• employee training
• empathy in leadership

Keywords

• AI
• customer support
• automation
• hiring
• retention
• human skills
• training
• empathy

Mentioned in this episode

Organizations: Hugo

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