The 2025 Customer Service Transformation Report is live! π
Customer Service Transformation Report Customer service is changing faster than ever. Why? AI has entered the chat β and itβs changing the way support teams work, the tools they use, and what customers expect. Thatβs why Intercom replaced its βCustomer Service Trends Reportβ with something more fitting: The β2025 Customer Service Transformation Report.β This is your guide to navigating the AI-first era. We surveyed over 2,000 customer service professionals to find out how theyβre navigating this transformation β hereβs what stood out to me: 82% of support teams are excited about working alongside AI. 89% say customer attitudes toward AI have changed in just the last year. Only 20% believe customers have a negative perception of AI. Customer expectations have skyrocketed β 91% of support teams say theyβve increased over the past year, and believe this is largely due to AI tools like AI agents or copilots. If youβre rethinking how to deliver standout support in this new era, youβll want to check out the full report. Check out the 2025 Customer Service Transformation Report now.