/ideas Off Script: Imagining the next era of customer service
Nov 1, 2024
Eoghan McCabe, CEO of Intercom, explores the upcoming revolution in customer service driven by AI. He discusses how AI technologies will dramatically enhance support interactions, improving both speed and quality. McCabe emphasizes the collaboration between humans and AI, highlighting the importance of empathy as traditional methods evolve. He predicts a future where bots converse with bots, and AI begins to outstrip human expertise, marking the start of a transformative era in customer service.
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Service Is The Invisible Product
- Customer service is immensely valuable but historically unpaid and overlooked compared to the core product.
- AI will allow service to scale in quality and speed, shattering customer expectations.
A Brief History Of Online Support
- Eoghan outlines the short history of online customer service moving from email to modern help desks.
- He positions Intercom as more conversational compared with traditional email-focused competitors.
Generation 1: Bots That Resolve More
- Gen 1 bots focus on answering questions across channels and improving resolution rates over time.
- Higher resolution comes from better models, broader channel coverage, and bots taking action, not just answering.