{"id":30018,"date":"2024-05-01T17:40:18","date_gmt":"2024-05-01T16:40:18","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?post_type=intercom-video&#038;p=30018"},"modified":"2024-12-04T18:23:12","modified_gmt":"2024-12-04T18:23:12","slug":"customer-service-career-paths-ai","status":"publish","type":"intercom-video","link":"https:\/\/www.intercom.com\/blog\/videos\/customer-service-career-paths-ai\/","title":{"rendered":"The Ticket: Exploring customer service career paths in the age of AI"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">All jobs naturally change and evolve over time, and technological advances are often the catalyst. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">The impact of AI on customer service is the latest example of new tech leading to rapid change \u2013 support roles and career paths are being completely reshaped.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">AI has opened up new opportunities for customer service teams to enhance efficiency and productivity, as well as create fast, high-quality customer experiences. But beyond that, it\u2019s enabling support agents to break through what were previously the \u201cconfines\u201d of their roles and explore other areas of impact for their businesses.\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-one\"><p>&#8220;Not only is AI transforming the day-to-day work of support agents, it\u2019s creating entirely new roles and career paths for them to explore&#8221;<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">In the \u201cold world\u201d of customer service, support roles involved a lot of manual, repetitive, and time-consuming work. And unless support agents wanted to move into management or QA positions, career progression opportunities were somewhat limited. AI is changing all that. Not only is it transforming the day-to-day work of support agents, it\u2019s creating entirely new roles and career paths for them to explore.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This week on <\/span><i><span style=\"font-weight: 400;\">The Ticket<\/span><\/i><span style=\"font-weight: 400;\"> podcast, Intercom\u2019s own Senior Director of Automated and Proactive Support <a href=\"https:\/\/www.intercom.com\/blog\/author\/ruthobrienire\/\">Ruth O\u2019Brien<\/a> and Senior Director of Human Support <a href=\"https:\/\/www.intercom.com\/blog\/author\/bobbystapleton\/\">Bobby Stapleton<\/a> discuss the impact AI is having on customer service careers, and what \u201cnew world\u201d support roles and career paths look like compared to \u201cold world\u201d ones, based on their own personal experience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are some key takeaways from their conversation:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>AI is making customer service roles more strategic \u2013 and less manual.<\/b><span style=\"font-weight: 400;\"> By managing the majority of frequently asked or simple queries, AI is reducing the repetitive nature of customer service work and increasing the focus on impactful customer interactions, knowledge management, and more.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Entirely new career opportunities are emerging<\/b><span style=\"font-weight: 400;\">. In the world of AI-first customer service, new roles are needed to implement, train, and manage AI. From knowledge managers to conversation designers and beyond, there are a ton of new specialized career opportunities being created for support teams.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>CS leadership roles are becoming more data-driven and strategic.<\/b><span style=\"font-weight: 400;\"> With AI providing deep insights into the customer experience, quality of support delivery, and more, support leaders are more empowered than ever to focus on leveraging data and focus on strategic decision-making.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>This is just the beginning. <\/b><span style=\"font-weight: 400;\">We\u2019ve only scratched the surface of what AI can do for customer service teams. Roles and career paths will continue to evolve as the technology progresses, which is why support teams will need to continually adapt and learn to make the most of the opportunities that lie ahead.\u00a0<\/span><\/li>\n<\/ul>\n<p><iframe style=\"width: 100%; height: 200px; border: 0 none;\" src=\"https:\/\/art19.com\/shows\/828246d1-e75c-4b41-a882-671aff845a93\/episodes\/9e4c9466-b040-4c72-ae3f-b617fd34a95c\/embed?theme=dark-orange\" scrolling=\"no\"><\/iframe><i>If you enjoy our discussion,\u00a0<\/i><a href=\"https:\/\/www.intercom.com\/blog\/podcasts\/\"><i>check out more episodes<\/i><\/a><i>\u00a0of our podcast. You can follow on\u00a0<\/i><a href=\"https:\/\/podcasts.apple.com\/us\/podcast\/inside-intercom\/id996103731?_gl=1*1u798uh*_ga*MzY0NjQ5MzU2LjE2ODc3NzE1NjQ.*_ga_8VQ6F1K67R*MTcwNDg4NTcxNy40MDMuMS4xNzA0ODg2MDU5LjAuMC4w*_ga_05Y0102HN7*MTcwNDg4NTcxNy40MDMuMS4xNzA0ODg2MDU4LjAuMC4w\"><i>Apple Podcasts<\/i><\/a><i>,\u00a0<\/i><a href=\"https:\/\/open.spotify.com\/show\/6zlcXgcd2kX9E4cbQTCsR9\"><i>Spotify<\/i><\/a><i>,\u00a0<\/i><a href=\"https:\/\/www.youtube.com\/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF\"><i>YouTube<\/i><\/a><i>, or grab the\u00a0<\/i><a href=\"https:\/\/rss.art19.com\/inside-intercom\"><i>RSS feed<\/i><\/a><i>\u00a0in your player of choice.\u00a0<\/i><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Discover how AI is transforming the day-to-day work of support agents and creating entirely new roles and career paths for them to explore.\u00a0\u00a0<\/p>\n","protected":false},"author":490,"featured_media":30030,"template":"","category":[3],"tags":[343,564,25296],"show-category":[25327],"coauthors":[24938],"class_list":["post-30018","intercom-video","type-intercom-video","status-publish","has-post-thumbnail","hentry","category-customer-support","tag-careers","tag-customer-service","tag-the-ticket","show-category-the-ticket"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.3 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The Ticket: Exploring customer service career paths in the age of AI - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"AI is transforming CS \u2013\u00a0and the job of providing that service. We discuss the impact AI is having on support roles and opportunities.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.intercom.com\/blog\/videos\/customer-service-career-paths-ai\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Ticket: Exploring customer service career paths in the age of AI\" \/>\n<meta property=\"og:description\" content=\"AI is transforming CS \u2013\u00a0and the job of providing that service. 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