As AI takes on a larger role in service operations, the opportunity is not to replace human expertise, but to combine AI's speed and scale with the judgement and experience of service professionals. From case triage and scheduling to technical diagnosis, customer communications and service recovery, leaders must determine where AI can take the lead, where it should support people and where human expertise remains essential. Panelists will discuss how their organizations are finding the right balance between AI and human expertise to make faster, more consistent decisions while protecting technical judgement, customer trust and accountability. 

• Identify where AI can automate or recommend decisions and where human expertise needs to remain firmly in the loop 
• Define clear decision rights and escalation points across technicians, planners, support teams and customer-facing roles 
• Measure the impact of AI on decision quality, resolution speed, customer outcomes and operational performance, not just productivity 
• Build an approach to AI that scales service expertise while maintaining the human judgement and accountability that great service depends on