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.
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?
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 improved without adding headcount.
Repeat calls reduced by using data to identify operational problems.
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?
Meet your speakers.
CX & Operations Leader
Bringing the operational perspective of managing a workforce where AI and humans increasingly work together.
Founder & CEO · Solid Rock Consulting
Known as the Contact Center Whisperer, Juanita brings a workforce strategy perspective to the changing relationship between AI, capacity, and people.
The AI conversation is
changing.
Come talk about what that means for your workforce, your capacity, and the people behind your customer experience.
ARCHITECTING AI CAPACITY
Juanita Coley • Sabina Onwuka • Live Stream
Submit your details and your biggest workforce or AI question. You'll receive instant calendar access, and our speakers will review questions prior to the broadcast.
Join the Live Executive Webinar
Tuesday, October 27, 2026 • Complimentary executive registration