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The 2025 Customer Service Transformation Report is live! πŸš€

  • 31 January 2025
  • 1 reply
  • 52 views
The 2025 Customer Service Transformation Report is live! πŸš€
Diana Tripac
Intercom Team
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  • Senior Community Program Manager @Intercom
  • 150 replies

                             Customer Service :sparkles_color:Transformation:sparkles_color: Report 

Customer service is changing faster than ever. Why? AI has entered the chat – and it’s changing the way support teams work, the tools they use, and what customers expect.

That’s why Intercom replaced its β€œCustomer Service Trends Report” with something more fitting: 

The β€œ2025 Customer Service Transformation Report.”

This is your guide to navigating the AI-first era.

We surveyed over 2,000 customer service professionals to find out how they’re navigating this transformation – here’s 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 – 91% of support teams say they’ve increased over the past year, and believe this is largely due to AI tools like AI agents or copilots.

If you’re rethinking how to deliver standout support in this new era, you’ll want to check out the full report.

        

1 reply

Erin
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  • Active User
  • 46 replies
  • February 1, 2025

Thanks for sharing


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