CS Transformation Report by Intercom

It’s time to take action IT’S TIME TO TAKE ACTION IT’S TIME TO TAKE ACTION IT’S TIME TO TAKE ACTION IT’S TIME TO TAKE ACTION IT’S TIME TO TAKE ACTION IT’S TIME TO TAKE ACTION IT’S TIME TO TAKE ACTION IT’S TIME TO TAKE ACTION IT’S TIME TO TAKE ACTION

76% of support teams have invested in AI for customer service in the last year

79% of support teams are planning to invest in AI for customer service in 2025

i
i
i
i
CHAPTER 2: UNLOCKING INFINITE SCALABILITY

More and more support teams are racing to adopt AI.

Our research showed that 76% of support teams have invested in AI for customer service in the last year. This is a big bump from 2023, where only 56% of teams said their organization had invested in AI for customer service.

What’s even more interesting is that only 54% said they planned to invest in AI for customer service in 2024. So why the extra investment? Teams likely pivoted when they realized just how big this transformation would be – and saw how much they risked falling behind if they didn’t start using it, fast.