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Anna

Zhylyak

Head of Customer Support

SpiralEdge

Anna Z. is a customer experience and support leader with over 14 years of experience scaling global support organisations and building AI-enabled customer operations. She specialises in growing support functions at scale—having expanded teams by 500%+ while maintaining strong CSAT and operational performance. Currently Head of Customer Support at Spiraledge, she focuses on designing scalable, insight-driven support systems that combine people, process, and AI to improve customer outcomes and operational efficiency. Her expertise spans support operations, quality frameworks, automation, and cross-functional collaboration, with a consistent focus on turning customer experience into a strategic driver of business growth.

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18 February 2026 10:30 - 11:15

Panel | Humans in the loop: Where do support leaders draw the line with agentic AI?

As agentic AI moves from assisting agents to independently handling tickets, drafting responses, and closing cases, support leaders are being forced to define where human oversight still matters. The challenge is no longer whether automation works, but how much autonomy is safe in live environments where errors scale quickly and quietly. Leaders discuss how they are deciding which interactions can safely run end to end, what triggers escalation in practice, and how visibility is maintained when decisions happen at scale. Expect honest perspectives on where boundaries are being set today, where they are already being tested, and what many teams are only realising once systems are live in production.