What Makes AI Customer Support Work at Scale

AI can handle millions of customer conversations—but only when the right data, workflows, and systems are in place. Most companies underestimate what it actually takes to make that work. In this episode, Nalin Gupta , Founder & CEO, Cignara breaks down why AI in customer support isn't plug-and-play—and what's required to make it accurate and reliable at scale. We get into the foundation behind it: how organizations structure data, define workflows, and use continuous feedback to improve performance over time. If you're thinking about AI in customer support, this is a more grounded look at what actually works in enterprise environments. 🎧 Listen to the full episode now! Learn more about Cignara at Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at

You can listen to What Makes AI Customer Support Work at Scale online on Radio and Podcast. Open the player on this page to stream the available audio.

What Makes AI Customer Support Work at Scale is an episode from The Modern Customer Podcast by Blake Morgan.

This episode is 24:17 long.

This episode was published on Apr 14, 2026.

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