On April 14th at 09:00 AM EDT, Capria Ventures will host a live AMA session with Shakil Ahmed, focused on one of the most misunderstood areas of AI adoption today: support, BPO, and customer operations.

Titled “Rethinking support in the age of AI” This conversation goes beyond AI hype to explore how founders and operators can redesign support as a core part of the product lifecycle — not just a reactive cost center.

Through a candid back-and-forth discussion, real-world examples, and practical frameworks, Shakil will share lessons from decades of scaling global support organizations and implementing AI responsibly at scale. The session will unpack where AI actually works today, where it fails, and how companies can use augmentation — not full automation — to drive better outcomes for both customers and teams.

Designed for founders, operators, and product leaders, this AMA offers grounded perspectives for CEOs, CTOs, Heads of Support, CX, and Operations teams navigating the shift toward AI-augmented service models.

What You’ll Learn

Support as Product Infrastructure
Why support should be designed into the product lifecycle from day one — and what breaks when it isn’t.

The Support Funnel Model
How to think about automation-first workflows while keeping humans where they matter most.

Augmented AI vs Full Automation
Where AI delivers real operational leverage today — and why scope and expectations are everything.

Turning Support Data into Product Insight
How tickets and incidents become one of the most powerful feedback loops for product improvement.

Metrics That Actually Matter
Why resolution outcomes matter more than satisfaction scores — and how expectations differ across markets.

Designing Human + AI Systems
When automation fails, how to hand off gracefully to humans without eroding trust.

AMA Topics & Discussion Flow

This session will be highly conversational, structured around operator-level themes including:

• Designing support as part of the product lifecycle
• Automation funnels and practical AI deployment
• The myth of “AI replaces humans.”
• Using support data as a strategic asset
• Metrics and operational tradeoffs in B2B vs B2C
• Where full automation breaks — and why it should

Expect strong opinions, practical examples, and actionable playbooks that founders can apply immediately.

Format

Unlike traditional webinars, this is a live AMA conversation:

• No long keynote or slides
• Moderated discussion (Will Poole ↔ Shakil Ahmed)
• Real-world operator insights
• 20–30% of the session is dedicated to audience Q&A