{"id":29781,"date":"2024-03-04T15:30:38","date_gmt":"2024-03-04T15:30:38","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29781"},"modified":"2025-01-03T12:19:32","modified_gmt":"2025-01-03T12:19:32","slug":"embracing-change-customer-service","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/embracing-change-customer-service\/","title":{"rendered":"Embracing change, the customer service way"},"content":{"rendered":"<p>The impossible is now possible, or at least imaginable, with AI.<\/p>\n<p>That\u2019s what we regularly tell the leaders of the customer service teams using Intercom. For example, last year at Intercom we were aiming for an 8% resolution rate for our chatbots, and thought that it was a solid goal. Now our new target is 40% \u2013 a fivefold increase in a year!<\/p>\n<p>Before, we would scarcely have believed that was achievable. But with advances in AI, everything has fundamentally changed. And so it\u2019s important for us as support leaders to <a href=\"https:\/\/www.intercom.com\/blog\/to-ai-or-not-to-ai-support-leaders-dilemma\/\">adopt a growth mindset<\/a>. Here\u2019s how we\u2019re embracing change on the Intercom Customer Support team.<\/p>\n<h2 id=\"1-stay-open-to-and-seek-out-possibilities\">1. Stay open to, and seek out, possibilities<\/h2>\n<p>AI is impacting and accelerating everything, of course. But customer service is at the cutting edge of change \u2013 after all, OpenAI CEO Sam Altman has pointed to customer service as an area that is likely to see imminent disruption.<\/p>\n<blockquote class=\"pullquote-style-one\"><p>&#8220;To stay ahead, you have to be aware of how different things are and will continue to be&#8221;<\/p><\/blockquote>\n<p>The pace of development means that it\u2019s hard to predict what things will look like by the end of the year, never mind two years from now.<\/p>\n<p>For example, the idea that we could QA every conversation wasn\u2019t possible before, but now we can do just that. To stay ahead, you have to be aware of how different things are and will continue to be. Stay open to and consistently seek out new possibilities.<\/p>\n<h2 id=\"2-throw-out-your-old-assumptions-and-past-learnings\">2. Throw out your old assumptions and past learnings<\/h2>\n<p>One of our mantras over the past year has been to reconsider everything we thought we knew. We have to remind ourselves that, unless we\u2019ve reviewed or discussed an area in the last 30-60 days, we need to go in with a blank slate.<\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;We&#8217;re in a different world now&#8221;<\/p><\/blockquote>\n<p>That\u2019s how radically things have changed \u2013 throw away all of your past assumptions and past learnings, and start fresh.<\/p>\n<p>Maybe we\u2019ll still come to the same conclusions that we did a year ago, but we can\u2019t rely on that institutional or historical knowledge because we&#8217;re in a different world now.<\/p>\n<h2 id=\"3-help-your-team-see-the-benefits-of-change\">3. Help your team see the benefits of change<\/h2>\n<p>You\u2019ll need your team on board too \u2013 it\u2019s important to help them embrace change. Our advice? Talk directly to them about this big shift happening in support. Address any fears around AI and explain how these tools are not meant to replace them. Instead, help them see and experience the<a href=\"https:\/\/www.intercom.com\/blog\/ai-impact-customer-service-work\/\"> positives and possibilities of AI<\/a> \u2013 how it helps them be more efficient, saves them time, and gives them more breathing room to take on more complex, meaningful work.<\/p>\n<p>At Intercom, we firmly believe that the future of customer service is <a href=\"https:\/\/www.intercom.com\/blog\/bots-and-brains-customer-service\/\">humans + AI working together<\/a> to make customer service better. What\u2019s possible for you today that wasn\u2019t possible a year ago? The answer should give you a hint at the positive change to come.<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>AI has fundamentally transformed customer service, so it\u2019s important for support leaders to adopt a growth mindset. Here&#8217;s how we&#8217;re embracing change on the Intercom Customer Support team. <\/p>\n","protected":false},"author":219,"featured_media":29782,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3],"tags":[25296],"coauthors":[482,24858],"class_list":["post-29781","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-the-ticket"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Embracing change, the customer service way - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"AI has fundamentally transformed customer service. 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