Ricky Perez, Director of Support at Appcues, emphasizes the transformation of customer support through AI and the need for support teams to become more technically skilled to reduce the burden on engineering teams. He advocates for autonomous support teams that can debug and fix small issues, making handoffs to engineering more efficient and allowing engineers to focus on complex problems. AI plays a crucial role in summarizing ticket threads, triaging issues, and providing auto-replies for common requests, but should not replace human empathy in escalations. Perez highlights the proactive potential of AI, citing Appcues' Captain, an insights agent aimed at preventing issues before they arise. He also stresses hiring for empathy and curiosity, as AI tools lower technical barriers, enabling support staff to learn new skills. His approach aligns with trends among other leaders in support and engineering, as organizations increasingly use AI to enhance efficiency and customer satisfaction.