The next chapter in customer support
Hey folks,
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Talking about “value,” I wanted to spend some time reflecting on a few of the remarkable gains we’ve seen this end of year thanks to AI – and the tangible effects it’s had on support teams. Here are a few of our own examples.
Moving from stress to sustainability
One of the perks of working at Intercom is having the company shut down for an end of year break.
But for our support team, this wasn’t always easy to navigate. With many of our customers still online, we’d build elaborate plans that tried to strike a balance between giving our team members some days off, while still having enough coverage. We’d have tough internal debates about what would seem normal versus unfair to our customers, and just how much we should communicate with them. And at the end of it all – despite our best efforts – we’d still come back to a tough backlog.
This year is different. Thanks to Fin being available 24/7, resolving 56% of our queries, we now have the margin and wiggle room to actually give the team most days off and still deliver on our normal response times. The work that does get routed through to our team is manageable, which means the holiday shifts will be relatively stress free.
It’s a fantastic feeling not having to make tough trade offs.
Making space for human connection
When we talk about AI tools like Fin AI Copilot helping agents handle 31% more conversations (as our friends at Lightspeed Commerce have seen), the story is not just about the efficiency gains – it’s about creating space for meaningful connections.
Although it’s the end of year, for many support teams this is peak season. Maybe you’re experiencing an influx of new customers who need help learning about their product and brand. Or, maybe you have a bunch of existing customers reaching out with urgent queries. Either way, your Human Support team is the face of the company and this is a unique, one-chance moment to make a memorable first impression and provide a positive experience.
This is where we’ve seen the real value AI tools can provide. Instead of rushing through interactions to keep up with volume, our team is able to focus on delivering valuable solutions and share in the tiny, personal moments that make working in support so rewarding.
Growing together
The rising AI resolution rates we're seeing – an average of 51% with Fin across Intercom customers – represent a transformation in how we deliver and experience customer service. But to keep up the momentum it takes a village.
As resolution rates increase, you need specific plans to nurture and maintain performance. These include writing and updating content, reviewing where AI agents are failing, and consistently auditing the customer experience.
While this can seem daunting, we’ve found that it’s actually a great opportunity for the existing team to get involved and be part of the overall AI journey success story. Instead of feeling like they’re being “replaced” by Fin, our team feels like they’re actively involved in building it and shaping how it can help them progress in their careers.
We’ve all learned so much by taking this approach and there’s a sense of real motivation and excitement and folks explore new skills and career pathways.
As we head into 2025 I’m more excited than ever for the year ahead. I think this is a shared feeling across many support teams – the opportunity from these technological gains can help us deliver more impactful support experiences and make CS careers more meaningful than ever.
It’s a fun time, and I look forward to us all figuring it out together!
Bobby Stapleton
Senior Director, Human Support
And now for something very special...
We're very excited to announce that next week, we’re bringing you a special episode of Off Script, and it’s available for a limited time only.
Two of the world’s most compelling cultural voices – musical pioneer, visual artist, and activist Brian Eno, and award-winning actor, author, and comedian Stephen Fry – come together to unpack the profound transformation AI is bringing to our world.
Recorded live at Pioneer – Intercom’s AI customer service summit – these two renowned artists provide a nuanced examination of AI that's both optimistic and cautiously critical.
The one-off episode is coming on December 12th, and you can listen to it on The Ticket podcast or watch it on Intercom’s YouTube channel.
It's available strictly for 30 days only, so be sure to check out the trailer and tune in to the full episode as soon as it’s up!
What we've been up to
How to choose the right AI agent for your support needs
Choosing the right AI agent can be challenging. This comprehensive guide outlines everything you need to know to evaluate and test different options.
AI integration lessons from ScreenCloud
Harry Spence, Director of Customer Support at ScreenCloud, joins us to discuss his team’s strategy, the importance of tech integration, and the value of proactive support.
Poll: What would happen if bots became sentient?
Keeping things light as the year starts winding down: What do you think would happen if your AI agent became self-aware? Tell us what it would do in this week’s LinkedIn poll.
What's happening in customer service?
The changing landscape of customer feedback in the AI era
A fascinating perspective from CMSWire about the future of customer feedback, where AI-driven real-time tools are challenging traditional surveys. While Gartner predicts 75% of organizations will embrace real-time feedback by 2025, the article suggests a hybrid approach might be best.
Gen Z wants brands to level up their AI customer service game
New research from Five9 reveals a paradox in Gen Z's CS preferences: while 60% embrace AI support because of speed and convenience, they still strongly prefer human interaction for complex issues. The findings offer valuable insights for businesses trying to strike the right balance.
Top 30+ customer experience statistics to know in 2025
Notta｜AI meeting notes & audio transcription have compiled some eye-opening statistics for 2025: 73% of customers now feel treated as unique individuals by brands, up 39% from 2023, while 77% of CRM leaders predict AI will handle most ticket resolutions by 2025. There are plenty more interesting stats in the article.
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