Intercom – Customer Service Trends Report, 2024

AI is changing customer service rapidly, with nearly half of customer support teams already using AI and more planning to invest in it by 2024. Customers' expectations are higher than ever, and combining AI with human support can help meet these expectations. Support teams need to be empowered to grow into new roles and upgrade their tech stacks to stay competitive. Success in customer service in the AI-first world requires redefining how value is measured. The report suggests ways to save time and enhance efficiency with AI and automation, address common obstacles in adopting new tools, and adapt to the changing metrics of customer service. Overall, customer service is evolving, and businesses need to be prepared to embrace these changes.