
Episode #34
The Human Protocol with AI with Mykel Saloman
Summary Ryan Drumheller sits down with global support leader Mykel Salomon to explore how organizations can adopt AI without losing sight of the people affected by it. They discuss the importance of empathy, responsible implementation, workforce reskilling, customer experience design, governance, and why AI should support human judgmentβnot replace it. Mykel also shares his path from IT support to global leadership and explains why customer support is fundamentally emotional labor. Chapters 00:00 Introduction: Staying human while building with AI 02:01 Mykelβs global background and leadership perspective 06:13 From IT support to customer experience leadership 10:33 Why AI needs a stronger human conversation 14:52 Technology should serve humanity 18:11 Governance, planning, and responsible AI adoption 20:38 The real and hidden costs of AI 25:18 Customer support as emotional labor 29:06 Designing customer experiences before choosing technology 32:37 How AI is reshaping customer support 35:45 Pattern recognition and preventing customer issues 39:18 Why organizations need clarity and strategy 42:19 AI adoption is a people project 44:00 The human skills organizations underestimate 49:13 What support teams can teach every business 50:59 What success means to Mykel 53:21 Where to connect with Mykel 53:51 Closing remarks Links: Mykel Salomon on LinkedIn: https://www.linkedin.com/in/mykelsalomon/ Human Protocol Linkedin: https://www.linkedin.com/company/the-human-protocol/ Host: https://www.linkedin.com/in/ryan-drumheller/

