The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Unlocking customer service's strategic potential with AI
Jun 13, 2024
Intercom's Senior Director of Human Support and Director of Customer Support Operations discuss how AI is reshaping customer support roles, empowering teams with quick wins, transitioning towards strategic consultation, transforming metrics, and repositioning customer service as a key value driver.
17:13
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Quick takeaways
- AI reshapes customer support roles, requiring diverse skill sets like technical expertise and new positions such as conversation designers.
- AI empowers support teams with improved information search capabilities, tactical wins, and deeper insights into customer interactions.
Deep dives
Evolution of Support Roles in AI Era
As AI reshapes customer support, support roles are transitioning to be more strategic and diverse, demanding expanded skill sets such as technical expertise and evolving positions like conversation designers. The changing landscape urges quick adaptation from purely reactive tasks to consultative approaches, emphasizing the value addition back to the organization.
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