February 20, 2026
In 2026, AI is a cornerstone in transforming support operations. With advancements in agentic AI, orchestration, and governance models, operations teams are leading AI adoption to enhance efficiency. According to a report by the Operations Council (2026), AI adoption in operational functions is accelerating, reflecting a shift from experimental to executional roles.
Gleap's AI Copilot, known as Kai, exemplifies this transformation by resolving over 80% of inquiries automatically, leveraging a knowledge base and integrating with platforms like chat, email, and social media. This reflects the broader trend of AI systems moving from isolated functions to integrated operational roles.
The latest trends in AI support operations focus on integrating AI into core processes, enhancing efficiency and governance. AI is increasingly embedded within workflows, moving beyond isolated applications to become part of the operational fabric.
According to IBM (2026), AI systems are evolving beyond models to become orchestrated systems that integrate seamlessly with existing processes. This integration enhances decision-making and operational efficiency.
AI enhances operational efficiency by automating routine tasks, optimizing resource allocation, and improving decision-making. These capabilities are crucial for handling high-volume, process-driven work.
AI's role in operational efficiency is underscored by its ability to reduce cycle times and improve forecast accuracy. As noted by Redwood (2026), AI governance is moving from policy to operational models, ensuring that AI-driven decisions are aligned with business objectives and executed seamlessly.
Operations teams face challenges such as governance, data quality, and integration with existing processes. Ensuring that AI systems are reliable and scalable is essential for achieving sustained performance gains.
As AI becomes more embedded in operations, the need for robust governance structures grows. According to Hanwha (2026), integrating AI into energy systems highlights the importance of governance, reliability, and systemic integration.
AI governance is evolving to include operational models that ensure transparency, accountability, and scalability. This shift is critical for embedding AI into complex workflows.
AI governance now focuses on establishing clear boundaries for autonomous actions and ensuring human oversight. As Redwood (2026) emphasizes, governance built into workflows accelerates trust and scalability, allowing teams to move faster and more confidently.
AI in support operations automates tasks, improves decision-making, and enhances resource allocation. It integrates with existing systems to optimize efficiency and support operational goals.
AI trends in 2026 include integrating AI into core processes, evolving governance models, and enhancing operational efficiency through automation and orchestration.
AI impacts support operations by automating routine tasks, improving decision-making, and ensuring efficient resource use, leading to enhanced operational performance.
Transform Your Support Operations with AI Experience the future of support with Gleap's AI Copilot, Kai. Automate inquiries, optimize resources, and enhance decision-making across your support channels.
For more details on how AI is modernizing support operations, explore our AI Chatbot Kai and AI Copilot features.
Learn about multichannel support and how it integrates with AI to provide seamless customer service by visiting our Multichannel Support Platform.
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