2024 Customer Service Trends Report
Discussing the rise of AI across customer service in 2023, and strategies to meet rising customer expectations
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The arrival of modern, generative AI has been as significant as the birth of the internet and it is fair to say that 2023 was the year customer service changed forever. But are support teams ready to shift their mindset and seize the huge opportunity this has created?
Generative AI represents a major transformation and CX has only scratched the surface, but things are moving at lightning speed. For example, 12 months ago, Intercom’s AI bot Fin was merely a glint in the developers’ eyes. Now it has responded to more than two million customer requests and counting.
Based on insights from more than 2,000 professionals from around the world, Intercom’s 2024 Customer Service Trends Report examines the effects, challenges and opportunities of AI’s disruption on the customer service space and highlights the five trends you need to be aware of in 2024.
Download this whitepaper to discover:
- Tips to enhance efficiency for both your team and customers using AI and automation.
- How to help your support team grow into new roles created as a result of AI.
- Why support metrics are shifting in an AI-driven world and the new ways of measuring success.
