Irina Zubova & Sam Youssif: When AI Meets Customer Support

“How much value is hidden in your customer support data?” 

In this episode of AI at Scale podcast, we bring together two senior leaders: Irina Zubova, Vice President Customer Support & AI Operations at Schneider Electric, and Sam Youssif, Vice President Customer Support at Schneider Electric. Together, they take listeners behind the scenes of one of the world’s largest customer support operations, handling over four million interactions annually. Moreover, they explain how AI is fundamentally changing the role of support.

What will you learn: 

• How AI is reshaping customer support into a strategic growth engine, 

• Why the future of support is a symbiosis between AI co‑pilots and human expertise, 

• How millions of customer interactions can be transformed into actionable insights for the entire enterprise, 

• Where AI delivers the most value across the end‑to‑end customer support journey, 

• How to scale AI globally while balancing rapid experimentation, governance, and operational excellence.