The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
How AI is creating support roles, not taking them
Nov 9, 2023
Experts discuss how AI is revolutionizing customer support roles. They highlight the benefits of AI-powered tools, the addition of new roles for AI analysis and conversation design, the evolving responsibilities of representatives, change management best practices, and evaluating AI in support roles.
30:19
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Quick takeaways
- Transitioning from phone-based support to a chat-first approach is necessary for scalability and language support challenges, requiring early adoption of chatbot technology.
- Automation and content play a significant role in enhancing customer support by allowing support reps to focus on complex tasks and transforming support teams into more skilled professionals.
Deep dives
Transitioning to Chat-First Support Strategy
One major change in support strategy discussed in the podcast was the transition from phone-based support to a chat-first approach. The guests highlighted the scalability and language support challenges that phone-based support presented, necessitating the shift to chat-based support. They emphasized the need to provide a self-serve channel for customers and how early adoption of chatbot technology, like Chatty BT, was integral to this change. While customers initially had reservations about AI, the discussion revealed the importance of developing strategies to ensure successful collaboration between AI and human agents.
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