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

Nov 26, 2025

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

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.