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GAIN Community – AMA: Rethinking Support in the Age of AI with Shakil Ahmed

Written byMarcelo Roca
April 23, 2026

On April 14, 2026, Capria Ventures hosted an AMA titled “Rethinking Support in the Age of AI”, featuring Shakil Ahmed in conversation with Will Poole.

The session explored how AI is transforming customer support from a cost center into a strategic driver of retention, product improvement, and revenue growth. Drawing on Shakil’s experience, the discussion highlighted a shift toward AI-first support models—combining automation, self-healing systems, and higher-value human roles.

Key takeaways included rethinking support as part of the full product lifecycle, integrating customer signals into product development, and evolving support teams into multi-functional operators across customer success and revenue.

👉 Landing Page: Rethinking Support in the Age of AI landing page

👉 Notes, Learnings, and Key Takeaways

If you want to dive deeper into the topic, here are some recommended readings from Shakil:

 

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