Simple questions can be answered. Technical issues have to be diagnosed. When support teams work with technical products, multiple internal teams, and high- stakes customer questions, expertise can quickly become a bottleneck. The challenge is diagnosing what is actually happening, getting the right product and customer context to the right person, and coordinating expertise quickly enough to move the case toward resolution. This session will explore: ● Where AI can help teams investigate complex casework and where human judgment must remain central ● How to connect product behavior, customer context, and prior investigations so teams can move from symptom to root cause ● How AI can help guide investigations, involve the right expertise, and keep complex cases moving across teams while human judgment remains central ● How to redesign workflows and team structures around how expertise is shared ● How to measure impact through resolution quality, time to solution, and problems prevented, then use support data to improve products and customer outcomes You’ll leave with a clearer framework for making support expertise more accessible, improving complex casework, and turning support insight into better products.