AI is reshaping how businesses interact with customers, from handling routine enquiries to delivering more personalised and responsive experiences. As organisations automate more of the customer journey, however, customer support is increasingly being reconsidered not simply as a cost to reduce, but as an important part of how businesses build lasting relationships with their customers.

On this episode of Tech Transformed, host Christina Stathopoulos welcomed back Pranay Jain, CEO and co-founder of Enterprise Bot, to discuss what this shift means in practice. The conversation moves beyond the usual AI hype to consider how businesses can scale automation without losing meaningful human connection, while navigating growing regulatory expectations across Europe and the UK.

Jain has been building EnterpriseBot for almost a decade, since, as he puts it, “artificial intelligence was more artificial than intelligent.” This vantage point shapes a conversation that’s less about what AI can do and more about how enterprises should think about doing it.