Embracing change, the path to customer service

THE impossible East NOW possible, Or has less imaginable, with AI.

It is What We regularly say THE leaders of THE customer service teams using Intercom. For example, last year has Intercom We were aimed For A 8% resolution rate For OUR chatbots, And thought that he was A solid aim. NOW OUR new target East 40% – A quintuple increase In A year!

Before, We would be barely to have believed that was feasible. But with advances In AI, All has fundamentally amended. And SO It is important For We as support leaders has adopt A growth mindset. Here is how were kissing change on THE Intercom Customer Support team.

1. Stay open has, And seek out, possibilities

AI East impactful And accelerate All, of course. But customer service East has THE Cut edge of change – After all, OpenAI CEO Sat Altmann has sharp has customer service as A area that East likely has see imminent disruption.

"HAS stay in front, You to have has be aware of how different things are And will continue has be"

THE pace of development means that It is hard has predict What things will look as by THE END of THE year, Never spirit two years Since now.

For example, THE idea that We could Quality assurance each conversation was not possible Before, but NOW We can TO DO just that. HAS stay in front, You to have has be aware of how different things are And will continue has be. Stay open has And regularly seek out new possibilities.

2. Throw out your old hypotheses And pass learning

A of OUR mantras on THE pass year has has been has reconsider All We thought We knew. We to have has remind ourselves that, unless We have examined Or discussed A area In THE last 30-60 days, We need has go In with A empty slate.

"Were In A different world now"

It is how radically things to have amended – throw far all of your pass hypotheses And pass learning, And to start fresh.

Maybe GOOD always come has THE even conclusions that We did A year There is, but We can't rely on on that institutional Or historical awareness because were In A different world now.

3. Help your team see THE benefits of change

You go need your team on advice Also – It is important has help them to kiss change. OUR advice? Talk directly has them about This big change event In support. Address any of them fears around AI And explain how these tools are not supposed has replace them. Instead, help them see And experience THE good points And possibilities of AI – how he help them be more effective, checked in them time, And given them more breathing bedroom has take on more complex, significant work.

HAS Intercom, We firmly believe that THE future of customer service East humans + AI functioning together has TO DO customer service better. What is this possible For You Today that was not possible A year There is? THE answer should give You A hint has THE positive change has come.