AI customer support can improve service without replacing people, and Carlos Almeida believes that starting with automation is the wrong approach.

At Optave, the company he co-founded, the focus is on AI copilots that help enterprise customer support agents work more effectively, with automation only when the conditions are right. That means mapping every step of a support journey, building AI quality controls so responses meet standards, and giving companies the ability to guide what the AI is doing as part of a broader enterprise automation strategy.

Carlos has worked in customer support long enough to see the gap between marketing promises and what AI can actually deliver: from overhyped automation to quick prototypes that create more problems than they solve.

In this episode, he talks with Daniel about the traps companies fa ...