ARCHITECTING AI CAPACITY • OCTOBER 27, 2026 • LIVE WEBINAR
● EXECUTIVE WEBINAR
Architecting
AI Capacity
Headcount. Automation. And the Empathy Imperative.
AI is changing where work happens. The bigger question is what that means for the workforce you still need.
● EXECUTIVE WEBINAR
Architecting
AI Capacity
Headcount. Automation. And the Empathy Imperative.
AI is changing where work happens. The bigger question is what that means for the workforce you still need.
DATE
October 27, 2026
FORMAT
Live Webinar
HOSTED
Juanita Coley + Sabina Onwuka
THE QUESTION
AI can handle the easy work.
So why does capacity still feel tight?
Because the work that remains isn't necessarily easier.
It's more complex. More emotional. More unpredictable.
And that's forcing CX, Operations, and WFM leaders to rethink what capacity actually means.
This is the conversation we're having on October 27.
What changes when AI changes the work?
01
Work redesign
02
The capacity illusion
03
Human + AI handoffs
04
Headcount decisions
05
Metrics that still matter
06
The empathy imperative
THE QUESTION
AI can handle the easy work.
So why does capacity still feel tight?
What changes when AI changes the work?
01
Work redesign
02
The capacity illusion
03
Human + AI handoffs
04
Headcount decisions
05
Metrics that still matter
06
The empathy imperative
Because the work that remains isn't necessarily easier.
It's more complex. More emotional. More unpredictable.
And that's forcing CX, Operations, and WFM leaders to rethink what capacity actually means.
This is the conversation we're having on October 27.
A Real-World Case
What happens when
you rethink capacity?
One organization changed how it looked at its AI + human workforce — and
the results created a very different conversation around headcount.
SERVICE LEVEL
59%
→
80%+
Service level improved without adding headcount.
REPEAT CALLS
27%
→
17%
Repeat calls reduced by using data to identify operational problems.
The Problem
Your workforce model was
built for a world where
AI wasn't part of the workforce.
Headcount
If AI handles more interactions, does that automatically mean you need fewer people?
Capacity
What happens when the easy work moves to AI and the complex work stays with humans?
Empathy
How do you give your people enough capacity to handle the conversations that still need a human?
WORK / CAPACITY / HEADCOUNT
SIMPLE WORK
AUTOMATE
AI WORK
REDISTRIBUTE
HUMAN WORK
COMPLEXITY
AI + HUMAN
HANDOFFS
HEADCOUNT
DECIDE LAST
The Problem
Your workforce model was
built for a world where
AI wasn't part of the workforce.
WORK / CAPACITY / HEADCOUNT
SIMPLE WORK
AUTOMATE
AI WORK
REDISTRIBUTE
HUMAN WORK
COMPLEXITY
AI + HUMAN
HANDOFFS
HEADCOUNT
DECIDE LAST
Headcount
If AI handles more interactions, does that automatically mean you need fewer people?
Capacity
What happens when the easy work moves to AI and the complex work stays with humans?
Empathy
How do you give your people enough capacity to handle the conversations that still need a human?
The Conversation
Meet your speakers.
CX & Operations Leader
Bringing the operational perspective of managing a workforce where AI and humans increasingly work together.
