Announcing “The State of AI in Customer Service: 2023 Report”

Since we published the 2023 edition of our Customer Service Trends Report earlier this year, we have received many questions about the impact of recent AI developments on the customer service landscape over the months and years. to come.

To find out, we surveyed more than 1,000 managers and support professionals around the world. We asked them what they think about AI, what excites and concerns them, and how they are adapting their strategies to take advantage of the monumental opportunities this technology presents.

“Support managers for the future have already started thinking about how to integrate AI-based technology into their technology stack”

We are excited to share our findings in The State of AI in Customer Service: 2023 Report. This report is packed with insights, as well as actionable tips you can use to optimize your support with AI, drive real business results, and have outsized impact.

Discover the AI ​​trends that are transforming customer service

In this report, we look at the top AI trends that will shape customer service as we know it. Here's a preview of what you'll find:

Customer service investments in AI are accelerating. After seeing what recent advances in AI are capable of, forward-looking support managers have already started thinking about how to integrate AI-based technology into their technology stack, 69% of of them planning to invest more in AI in the coming year. AI will enhance the supporting role of humans, not replace them. More than three-quarters (78%) of support managers say they expect AI to transform customer support careers over the next five years, creating new opportunities and creating brand new ones functions. Adding AI and automation to your support toolkit can unlock critical efficiencies. At a time when business resiliency is more important than ever, 66% of support managers are thrilled...