CS Transformation Report by Intercom

[ what companies want from their ai investment ]

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[ what companies want from their ai investment ]

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[ what companies want from their ai investment ]

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Make it easier for customers to use AI-fueled self-service tools for less complicated questions and issues that don’t need live support. This will make customers happy.

Support the agents with data and answers that empower them to do a better job, which creates employee fulfillment.

Use AI to analyze data from customer service (live and self-service) and buying patterns to help leaders make informed decisions. This gives leaders confidence in their decisions.

THE CUSTOMER SERVICE TRANSFORMATION REPORT [ 2025 ] BROUGHT TO YOU BY INTERCOM THE CUSTOMER SERVICE TRANSFORMATION REPORT [ 2025 ] BROUGHT TO YOU BY INTERCOM THE CUSTOMER SERVICE TRANSFORMATION REPORT [ 2025 ] BROUGHT TO YOU BY INTERCOM

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Closing thoughts

Shep Hyken
Customer Service and Customer Experience ExperT

Just a few years ago, the expense of incorporating AI into the customer experience was a major investment without guaranteeing a successful outcome. Fear of investing in the wrong solution or one that became obsolete almost as fast as it was purchased held companies back from investing in AI for CX. Fast forward to today, the cost is down, and it’s easy to implement. It excites me that 76% of support teams invested in AI last year. And for those that didn’t, unfortunately, they will quickly realize that playing catch-up and keep-up isn’t as much about adopting the technology as recapturing the customers and market share they lost to the competitors who did.

What any company wants from investing in AI for CX is an affordable solution that does three things:

All of that points to a better CX that customers appreciate. 

AI continues transforming the customer service and CX worlds, creating efficiency, cost reduction, and a better experience for both customers and employees.

– shep hyken

Embracing the paradigm shift

As we enter 2025, support leaders who haven’t yet adopted AI have a big decision to make: continue to wait, see what happens, and keep falling behind – or adapt to this huge transformation.


Meanwhile, teams that have already embraced AI (or plan to do so soon) have an opportunity to get even further ahead by using next-gen technology to deliver greater efficiency and customer satisfaction.

Our data reveals that AI has already transformed every aspect of customer service. It’s raised the bar, and everyone’s paying attention – especially customers.


Soon, many of the “revolutionary” benefits being realized by AI will become table stakes. But right now, there’s still time. By implementing a cutting-edge AI agent and an AI-first approach, you can scale your customer service to improve experiences, elevate your support team, and drive real business growth to not only survive, but thrive in this new era.

Ready to turn these insights into lasting impact?

Grab a copy of our “2025 Customer Service Transformation Toolkit” – a new companion kit to this year’s report with tactical strategies and advice to help you get (and stay) ahead of the competition and make the most of the AI opportunity that lies ahead.