The value of AI customer support

What if your customer support organization became one of your most powerful drivers of growth, insight, and competitive advantage?

In this episode of the AI at Scale podcast, we bring together two senior leaders shaping this transformation at Schneider Electric: Irina Zubova, Vice President Customer Support & AI Operations, and Sam Youssif, Vice President Customer Support. Together, they take listeners inside one of the world’s largest support ecosystems—handling more than 4 million customer interactions annually—and explain how AI allows to redefine its role. This is a conversation about rethinking customer support as a strategic asset, unlocked by AI.

From cost center to intelligence engine

For many organizations, customer support is still viewed primarily as a cost to optimize. Irina and Sam challenge this perspective with a clear message: support sits closest to the customer’s reality and is one of the richest—and most underutilized—sources of enterprise intelligence.

Every interaction carries signals: product queries, emerging needs, friction points, and even latent revenue opportunities. At scale, this data becomes a strategic asset. With AI, organizations can systematically capture, analyze, and act on these signals—transforming millions of conversations into actionable insight that feeds product development, operations, and commercial strategy.

What you will learn from this episode:

• How AI is reshaping customer support into a strategic growth engine
• Why support is shifting to a symbiotic AI + human model
• How AI co‑pilots speed up service and reduce manual work
• Where AI creates value across the full customer journey
• How customer support can drive revenue, not just resolve issues
• How to scale AI fast while keeping control and focus

This episode offers a clear takeaway for executives: customer support can become a strategic platform for insight, efficiency, and growth thanks to AI and data analytics

Listen to the AI at Scale podcast

Listen to Irina Zubova & Sam Youssif: When AI Meets Customer Support episode. 
Subscribe to the show on the preferred streaming platform (Apple Podcasts, Spotify or play the episode on YouTube.)

Like what you hear?  

• Visit our AI at Scale website to discover how do we transform energy management and industrial automation with artificial intelligence technologies to create more sustainable solutions.  

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AI at Scale Schneider Electric podcast series continues!

The first Schneider Electric podcast dedicated only to artificial intelligence is available on all streaming platforms. The AI at Scale podcast invites AI practitioners and AI experts to share their experiences, insights, and AI success stories. Through casual conversations, the show provides answers to questions such as: How do I implement AI successfully and sustainably? How do I make a real impact with AI? The AI at Scale podcast features real AI solutions and innovations and offers a sneak peek into the future.