The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Navigating a new era of AI-first customer service
Feb 27, 2025
Ruth O'Brien, Senior Director at Intercom, is a powerhouse in AI-first customer service transformation. She discusses the crucial insights from Intercom’s 2025 Customer Service Transformation Report. Ruth dives into how AI is reshaping support roles, boosting efficiency, and enhancing customer experiences. She addresses the acceleration of AI adoption and evolving team dynamics, emphasizing the importance of thoughtful implementation for better service quality. The shift from skepticism to success regarding AI adds a motivational touch to the conversation.
30:34
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Quick takeaways
- The rapid adoption of AI in customer service, with 76% of teams investing in it by 2024, highlights its critical role in enhancing operational efficiency and customer experiences.
- AI is transforming support teams from cost centers into value-driving assets, enabling human agents to focus on complex tasks and proactive customer engagement.
Deep dives
The Permanent Shift to AI-First Customer Service
The customer service industry is undergoing a significant transformation as it shifts towards an AI-first approach. This change is not merely a trend but a permanent evolution, impacting how support teams operate and engage with customers. AI technologies, such as chatbots and AI agents, are being increasingly adopted, with a reported 76% of support teams investing in AI in 2024, up from 56% the previous year. This dramatic rise highlights the urgency for businesses to embrace AI tools, as failure to do so may lead to obsolescence in an increasingly competitive market.
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