The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom Navigating a new era of AI-first customer service
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Feb 27, 2025 Ruth O'Brien, Senior Director at Intercom, is a powerhouse in AI-first customer service transformation. She discusses the crucial insights from Intercom’s 2025 Customer Service Transformation Report. Ruth dives into how AI is reshaping support roles, boosting efficiency, and enhancing customer experiences. She addresses the acceleration of AI adoption and evolving team dynamics, emphasizing the importance of thoughtful implementation for better service quality. The shift from skepticism to success regarding AI adds a motivational touch to the conversation.
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AI Investment Acceleration
- 79% of support teams plan to invest in AI in 2025, up from 56% in 2023.
- Ruth O'Brien is surprised that 21% of teams are still not investing in AI.
Changing Attitudes Towards AI
- Ruth O'Brien notes the increasing prevalence of AI in customer service across websites and services.
- She emphasizes that well-implemented AI improves customer experience, contrary to previous myths.
AI Agents for Scalability
- Ruth O'Brien advises support teams to embrace AI agents for scalability and efficiency.
- Don't solely focus on cost-cutting; AI allows for higher-value work and proactive customer support.