From AI-First to Compliance-Ready: Join Today’s Sirius Support Webinar with CEO Craig Mills

Today’s session is built for leaders navigating the shift from AI-first support to compliance-driven human support. We’ll unpack what’s changing in the U.S., share governance and risk playbooks you can actually run next week, and show how to modernize your AI + human model for global readiness - without ballooning headcount.

Why this moment matters

For years, the mandate was simple: automate everything you can. Now the pendulum is swinging toward guaranteed access to a human on complex issues. In fact, 61% of CX practitioners say governments should mandate the right to speak with a human, a striking signal from the people operating these systems every day. CX Today

Customers agree. PwC found that 59% of consumers feel companies have lost touch with the human element of service - a trust gap that shows up in churn, complaints, and negative reviews. PwC

And yes, AI is powerful - McKinsey projects that up to 80% of common incidents could be resolved autonomously as agentic systems mature - but the last 20% is where loyalty is won and exposure lives. That’s where time-to-human, escalation quality, and audit-ready evidence decide outcomes. McKinsey & Company

What’s pending in the U.S. (and why to prepare now)

Policy is evolving, but the direction is clear: more transparency and human access in customer service. One headline proposal - the Keep Call Centers in America Act of 2025 - would require disclosing agent location and expands oversight on offshoring, a signpost of where expectations are headed. Even while bills move through committees, many brands are proactively building “human fallback” routes and evidence packs to avoid fire-drills later. Congress.gov+1

Bottom line: Don’t wait for perfect clarity. Build flexible controls (policy → routing → evidence) now, so tomorrow’s tweaks are configuration - not re-architecture.

Who’s leading the conversation

The virtual session is hosted by Craig Mills, CEO & co-founder of Sirius Support. His team has been building and scaling high-performing global support operations for 20+ years. 

What we’ll cover (and give you to take back)

1) Pending rules & what “good” looks like
We’ll translate policy signals into operating standards: clear time-to-human SLAs, human-only queues (e.g., fraud, safety, complex billing), location disclosures where appropriate, and evidence packs (timestamps, transcripts, QA samples) that stand up to scrutiny. Congress.gov

2) Governance & risk playbooks
How to codify your escalation ladders, define acceptable hold times, and log decisions without slowing your team down. You’ll see sample dashboards tracking time-to-human, FRT/ART, QA pass rates, and complaint resolution.

3) The hybrid model - AI + elastic human
Automation still handles the routine 80%. For the last 20%, we’ll show how elastic, per-ticket human coverage keeps costs variable while hitting SLAs on empathy-heavy work (cancellations, device/firmware edge cases, complex refunds). This is how you reduce cost, manage risk, and keep CSAT front and center.

4) Global readiness, not just U.S.
Design once, deploy everywhere: accessibility cues, plain-language billing, privacy handoffs, and audit-ready logs that travel with the ticket. The aim is a control layer that adapts to local rules with minimal rework.

Why act now (not after the next headline)

• Regulation is trending toward human access. Building the pathway and the proof now is cheaper than reacting later. CX Today+1
  
  

• Trust is the KPI. Customers will forgive the problem they can resolve with a person; they won’t forgive delay or opacity. PwC
  
  

• AI thrives with a safety net. Let it clear the easy stuff—and make sure people can step in quickly, visibly, and provably for the rest. McKinsey & Company

Join us live

Register for our next webinar

Bonus resources after the session:

• Request a Regulatory Readiness Assessment - get a gap map and 90-day plan tailored to your stack.
  
  

• Run the ROI Calculator - compare fixed headcount to per-ticket elasticity on your own data.
  
  

• Read the Fi success story - how a leading smart device company blended AI + human support to scale and exceed expectations.
  
  

We’ll see you there - and we’ll keep it actionable.