Navigating a new era of AI-first customer service

A deep dive into our 2025 Customer Service Transformation Report

In this episode of The Ticket, Ruth O’Brien, Senior Director of Automated and Proactive Support at Intercom, joins Bobby Stapleton, Senior Director of Human Support at Intercom, to break down key insights from Intercom’s 2025 Customer Service Transformation Report.

They unpack how AI is reshaping support teams, driving efficiency, and elevating customer experiences. They also explore why AI adoption is accelerating, the rise of new AI-powered roles, and how businesses can navigate this shift.