Exploring customer service career paths in the age of AI
The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Evolution of Customer Support Roles in the Age of AI
The chapter explores the transformation of customer service careers with the impact of AI, discussing the shift from traditional support roles to more diverse and rewarding career opportunities. It details how responsibilities have evolved at Intercom due to advancements like AI, emphasizing the need for frontline agents to handle complex tasks beyond basic queries. The discussion also covers resource allocation for AI tasks within customer support teams and the challenges of managing knowledge in the AI era.
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