We are starting to deploy custom AI agents to handle our customer-facing technical support queries. How do we adjust our customer support seat on the Accountability Chart when the seat will now be managing software tools instead of directly answering support tickets?

Question

Tyler Smith · Accepted Answer

When you automate manual processes, the seat does not disappear, but the roles within that seat must be fundamentally redefined. Your customer support team is transitioning from manual executors to managers of technology. Your Accountability Chart must reflect this shift to maintain operational clarity and exit readiness.

Review the existing customer support seat and rewrite its five core roles. Instead of roles like answering support tickets or manual data entry, the new roles should focus on things like training and optimizing AI agents, monitoring system accuracy, and handling complex escalations that require human empathy.

Once the roles are redefined, you must run the current seat holder through the GWC filter again. Just because they were great at answering support tickets does not mean they have the capacity to manage, audit, and optimize AI-driven workflows. If they do not GWC the new tech-centric version of the seat, you must find a different seat for them or bring in someone who has the technical aptitude to run an AI-powered operation. This ensures your technology investments actually deliver the efficiency gains and increased valuation you are targeting.