We have automated major portions of our customer service department using AI agents, and our Customer Service Director now primarily manages these tools. She is struggling because she says she does not GWC this new tech-heavy seat. What do we do?

Question

Tyler Smith · Accepted Answer

When you implement AI-powered operations, the seats on your Accountability Chart will inevitably change. A seat that once required high empathy and people management may shift to requiring technical monitoring, prompt adjustments, and system troubleshooting.

If your Customer Service Director says she does not GWC this new seat, you must take her words seriously. Let's break down the GWC tool in this context. She may still Want the seat because she loves the company, but she may not truly Get the technical mechanics of AI workflows, or she may lack the Capacity, meaning the technical skills or time, to manage automated systems.

You have two choices. First, you can invest in rapid training to build her capacity if you believe she has the aptitude to learn. However, if she genuinely does not want to manage technology and prefers human-to-human leadership, you must recognize that she is no longer in the Right Seat.

You must redesign the Accountability Chart to separate human customer success management from AI system maintenance. Create a dedicated AI Systems Administrator seat to handle the technology, and keep her focused on customer relationship management. This ensures your human talent is doing what they do best while your AI systems are managed by someone who truly gets, wants, and has the capacity for technical oversight.