{"id":29026,"date":"2023-06-07T18:00:30","date_gmt":"2023-06-07T17:00:30","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29026"},"modified":"2023-06-15T20:08:43","modified_gmt":"2023-06-15T19:08:43","slug":"bots-and-brains-customer-service","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/bots-and-brains-customer-service\/","title":{"rendered":"Bots \ud83e\udd16 and brains \ud83e\udde0: The winning combination for customer service \ud83e\udd29"},"content":{"rendered":"<p>There\u2019s a big question being asked in the customer service industry right now: what will the future of support look like in the age of AI?<\/p>\n<p>The reality is that it will require a combination of automation and humans \u2013 or as we like to say, \u201cbots and brains.\u201d<\/p>\n<p>AI and automation have presented huge opportunities for customer service teams in terms of scalability, time savings, faster resolutions and response times, and improved customer experiences. But the key to making this technology successful is \u2013 you guessed it \u2013 the humans in customer service. AI and automation will become support teams\u2019 co-pilots, enabling them to provide fast, efficient support to their customers, and freeing up their team to explore new areas of focus that drive value for their businesses.<\/p>\n<div class=\"oembed-wrapper oembed--tiktok\">\n<blockquote class=\"tiktok-embed\" cite=\"https:\/\/www.tiktok.com\/@intercomhq\/video\/7230780216451288362\" data-video-id=\"7230780216451288362\" data-embed-from=\"oembed\" style=\"max-width:605px; min-width:325px;\">\n<section> <a target=\"_blank\" title=\"@intercomhq\" href=\"https:\/\/www.tiktok.com\/@intercomhq?refer=embed\">@intercomhq<\/a> <\/p>\n<p>\ud83e\udd16 Bots + \ud83e\udde0 Brains = \ud83e\udd29 Better customer service, aka: THE CHATBOTS ARE COMING!!! (and it\u2019s not a bad thing!)  customerservice ai chatbots artificialintelligence chatgpt customerexperience cx botsandbrains customersupport<\/p>\n<p> <a target=\"_blank\" title=\"\u266c original sound - Intercom.io - Intercom\" href=\"https:\/\/www.tiktok.com\/music\/original-sound-Intercomio-7230780249833737003?refer=embed\">\u266c original sound &#8211; Intercom.io &#8211; Intercom<\/a> <\/section>\n<\/blockquote>\n<p> <script async src=\"https:\/\/www.tiktok.com\/embed.js\"><\/script><\/div>\n<h2 id=\"the-role-of-automation-in-customer-service\">The role of automation in customer service<\/h2>\n<p>Automation technology has a distinct role to play in customer service. It enables support teams to take advantage of significant efficiency gains, contributes to improved customer experiences, and creates opportunities for more career fulfillment for support reps.<\/p>\n<blockquote class=\"pullquote-style-four\"><p><strong>\ud83d\udca1 AI and automation are helpful for:<br \/>\n<\/strong><\/p>\n<ul>\n<li>Eliminating manual, repetitive work for support reps.<\/li>\n<li>Automatically routing customers to the right team or person to help them with their issue, supercharging the potential for VIP or white-glove support.<\/li>\n<li>Assigning and categorizing support conversations to save valuable time and speed up customer service workflows.<\/li>\n<li>Empowering customers to self-serve answers to their own questions, improving the customer experience.<\/li>\n<\/ul>\n<\/blockquote>\n<p>We asked a number of customer service leaders to share their thoughts on the role of automation in customer service, what AI is likely to change, and the significant benefits that support teams stand to enjoy from it. Constantina Samara, Head of Support at <a href=\"https:\/\/www.synthesia.io\/\">Synthesia<\/a>, pointed out that automation is not going to be able to tackle every issue that customers require assistance with.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-29027 size-full\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Constantina-Samara_-Bots-and-brains-scaled.jpg\" alt=\"\u201cRather than focusing on really high volumes, [support reps] can now spend that time walking customers through the challenges that automation can\u2019t resolve.\u201d Constantina Samara, Head of Support at Synthesia. \" width=\"2560\" height=\"1440\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Constantina-Samara_-Bots-and-brains-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Constantina-Samara_-Bots-and-brains-300x169.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Constantina-Samara_-Bots-and-brains-700x394.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Constantina-Samara_-Bots-and-brains-768x432.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Constantina-Samara_-Bots-and-brains-1536x864.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Constantina-Samara_-Bots-and-brains-2048x1152.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Constantina-Samara_-Bots-and-brains-600x338.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Constantina-Samara_-Bots-and-brains-1400x788.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<p>Similarly, John O\u2019Hara, Director of Customer Experience at <a href=\"https:\/\/www.logikcull.com\/\">Logikcull<\/a>, echoed Constantina\u2019s point about how support reps will be freed from a lot of the repetitive work that can be so tedious.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-29035 size-full\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2053\/06\/Bots-and-brains-John-OHara.png\" alt=\"\u201cAll this emerging technology that empowers support agents to spend less time doing mindless button pushing is ultimately a better experience for our support team, for our customers, and it helps people get through life with a little bit more joy.\u201d John O'Hara, Director of Customer Experience at Logikcull.\" width=\"1600\" height=\"900\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2053\/06\/Bots-and-brains-John-OHara.png 1600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2053\/06\/Bots-and-brains-John-OHara-300x169.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2053\/06\/Bots-and-brains-John-OHara-700x394.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2053\/06\/Bots-and-brains-John-OHara-768x432.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2053\/06\/Bots-and-brains-John-OHara-1536x864.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2053\/06\/Bots-and-brains-John-OHara-600x338.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2053\/06\/Bots-and-brains-John-OHara-1400x788.png 1400w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><\/p>\n<h2 id=\"humans-will-be-the-key-to-success\">Humans will be the key to success<\/h2>\n<p>Many of us encounter automation on a daily basis \u2013 self-checkout kiosks at supermarkets, self-serve luggage check-in machines at airports, nifty time-saving formulas in spreadsheets (thank you, automation!), and many others that we\u2019ve become accustomed to over time. What we don\u2019t always see is the human input and creativity that powers and drives improvements to this technology behind the scenes.<\/p>\n<blockquote class=\"pullquote-style-one\"><p>&#8220;The addition of AI in customer service will ultimately result in the role of &#8216;customer support rep&#8217; becoming more technically focused, with the humans of support orchestrating the AI-powered chatbots and workflows that we\u2019ll all become familiar with&#8221;<\/p><\/blockquote>\n<p>Human support reps will continue to play a vital role in customer service, even if the \u201ccustomer support rep\u201d role might look a little different in the future. The addition of AI in customer service will ultimately result in the role of \u201ccustomer support rep\u201d becoming more technically focused, with the humans of support orchestrating the AI-powered chatbots and workflows that we\u2019ll all become familiar with. Not only that, but these technological advancements will also create <a href=\"https:\/\/www.intercom.com\/blog\/ai-customer-service-survey-insights-2023\/\">new opportunities for support teams<\/a> \u2013 such as new roles like \u201cchatbot developer\u201d and \u201cchatbot analyst.\u201d<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-29030 size-full\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Sam-Miller_-Bots-and-brains-scaled.jpg\" alt=\"\u201cCombining automation and human support, blending those two together allows our teammates to do what they do best \u2013 be creative, be empathetic, and do the thing that only humans can do and that\u2019s find unique solutions to difficult problems.\u201d\u00a0Sam Miller, Customer Support Operations Manager at Dental Intelligence. \" width=\"2560\" height=\"1440\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Sam-Miller_-Bots-and-brains-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Sam-Miller_-Bots-and-brains-300x169.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Sam-Miller_-Bots-and-brains-700x394.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Sam-Miller_-Bots-and-brains-768x432.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Sam-Miller_-Bots-and-brains-1536x864.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Sam-Miller_-Bots-and-brains-2048x1152.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Sam-Miller_-Bots-and-brains-600x338.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Sam-Miller_-Bots-and-brains-1400x788.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<p>With the efficiency gains afforded by AI and automation, support teams will have more time to dedicate to solving complex customer problems and find new and exciting ways to create value for their businesses. As Sam Miller, Customer Support Operations Manager at <a href=\"https:\/\/www.dentalintel.com\/\">Dental Intelligence<\/a>, perfectly puts it, it allows support reps to \u201cdo what they do best \u2013 be creative, be empathetic, and do the thing that only humans can do and that\u2019s find unique solutions to difficult problems.\u201d<\/p>\n<h2 id=\"bots-brains-great-customer-service\">Bots + brains = great customer service<\/h2>\n<p>We\u2019ve entered a new era of customer service, where automation and humans will need to work together to meet \u2013 and exceed \u2013 customers\u2019 expectations of support. Forward-thinking leaders are already adapting their strategies to incorporate AI, with our recent research showing that <a href=\"https:\/\/www.intercom.com\/blog\/ai-trends-giving-support-leaders-competitive-advantage\/\">67% of support leaders in North America are planning to invest more in AI in the year ahead<\/a>.<\/p>\n<p>By leveraging the winning combination of bots and brains, support teams will be empowered to create next-level customer experiences, have an outsized impact, and gain a significant competitive advantage over those that don\u2019t.<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>What will the future of customer service look like in the age of AI? The reality is that it will require a combination of automation and humans \u2013 or as we like to say, \u201cbots and brains.\u201d <\/p>\n","protected":false},"author":443,"featured_media":29031,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[25198,3],"tags":[25193],"coauthors":[22320],"class_list":["post-29026","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-ml","category-customer-support","tag-bots-and-brains"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Bots \ud83e\udd16 and brains \ud83e\udde0: The winning combination for customer service \ud83e\udd29 - The Intercom Blog<\/title>\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\/bots-and-brains-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Bots \ud83e\udd16 and brains \ud83e\udde0: The winning combination for customer service \ud83e\udd29\" \/>\n<meta property=\"og:description\" content=\"What will the future of customer service look like in the age of AI? 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