The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Exploring customer service career paths in the age of AI
May 2, 2024
Ruth O’Brien and Bobby Stapleton from Intercom discuss the impact of AI on customer service careers, exploring new roles and career paths in the age of AI. They delve into the evolution of customer support roles, the transformation of frontline agents' responsibilities, and the challenges of managing knowledge in the AI era.
25:28
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Quick takeaways
- AI is transforming support roles from repetitive tasks to strategic tech-driven responsibilities.
- Support careers are evolving towards specialized and challenging roles, expanding beyond traditional pathways.
Deep dives
Evolution of Traditional Support Careers with AI
The podcast delves into how traditional roles in customer support are evolving in the era of AI. The discussion highlights the journey from performing repetitive tasks to embracing strategic tech-driven responsibilities. Roles that were once limited to manual tasks are now evolving into more complex and specialized positions. The evolution of support careers showcases a shift towards more strategic and skill-intensive roles in the industry.
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