{"id":30003,"date":"2024-04-26T13:01:24","date_gmt":"2024-04-26T12:01:24","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=30003"},"modified":"2025-01-31T14:02:36","modified_gmt":"2025-01-31T14:02:36","slug":"ai-skepticism-is-giving-way-to-curiosity-among-customer-service-teams","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/ai-skepticism-is-giving-way-to-curiosity-among-customer-service-teams\/","title":{"rendered":"AI skepticism is giving way to curiosity among customer service teams"},"content":{"rendered":"<p>There&#8217;s a lot of talk in the customer service industry about support agents feeling &#8220;AI anxiety&#8221; \u2013 there\u2019s a fear around the impact generative AI is going to have on jobs.<\/p>\n<p>It\u2019s understandable that change may make some people a little apprehensive, and that\u2019s okay. There\u2019s no doubt that the industry is going through massive disruption.<\/p>\n<p>Leaders need to think about how they want to use AI to drive business success. AI will certainly help to cut costs, but we believe its value is felt just as much in the way it enhances customer and team experiences.<\/p>\n<p>As we continue to pioneer <a href=\"https:\/\/www.intercom.com\/blog\/ai-first-customer-service\/\">AI-first Customer Service<\/a> here on the Intercom Customer Support team, we\u2019re realizing more and more that AI isn&#8217;t happening <em>to<\/em> customer service folks \u2013 it&#8217;s happening <em>for<\/em> them.<\/p>\n<h2 id=\"empowering-support-teams\">Empowering support teams<\/h2>\n<p>The reality is that AI tools are incredibly empowering for customer service teams. Support leaders who have already started adopting AI will probably identify with some of the following changes we\u2019re experiencing:<\/p>\n<ul>\n<li>Support reps don&#8217;t have to deal with all of those boring FAQs that they used to have to answer over and over again \u2013 that feeling of tedium is lifted when there are fewer repetitious queries to handle.<\/li>\n<li>The support queues are freed up so your team will only handle really complex queries that truly need the human touch \u2013 support reps feel challenged and engaged more often.<\/li>\n<li>Support reps can spend time with each customer and really give them the care, attention, and help they need instead of trying to move through as many topics as possible. We\u2019re finding a greater sense of achievement as we help each customer.<\/li>\n<li>The process of training and upleveling is made dramatically easier with AI tools \u2013 relevant information is now at your fingertips, helping you get up to speed way faster than previously possible. That sense of helplessness that new reps can feel for quite a long time is replaced with a sense of confidence.<\/li>\n<li>People who work in customer service can move into more valuable, strategic roles. The support role becomes a lot more challenging, interesting, and enjoyable. It\u2019s deeply empowering to work at the cutting edge of technological adoption, and realize how many opportunities it opens up.<\/li>\n<\/ul>\n<p>We\u2019re detecting a widespread change in attitude around all this, especially since we <a href=\"https:\/\/www.intercom.com\/blog\/announcing-fin-ai-copilot\/\">announced AI Copilot<\/a>, a personal AI assistant for every agent. The skepticism is giving way to curiosity.<\/p>\n<h2 id=\"your-first-30-days\">Your first 30 days<\/h2>\n<p>We\u2019ve heard from many folks who are wondering how to get started with AI. Our advice? Just do it \u2013 you won\u2019t regret it.<\/p>\n<p>Here&#8217;s a quick guide to your first 30 days with AI.<\/p>\n<h3>\ud83e\ude9c Start small<\/h3>\n<p>At Intercom, when we first rolled out AI Copilot, we tested it with a small internal group of Support teammates. This helped us figure out how best to integrate it into our existing troubleshooting and teammate workflows. This small group could report back to the larger team on what was working before we rolled it out to everyone else.<\/p>\n<h3>\ud83e\uddd1\u200d\ud83c\udf93 Use it to onboard new hires (but set clear expectations)<\/h3>\n<p>Before, when new teammates were onboarding it took them a long time to search our help content and past conversations to find the right answer to a customer question. Now, Fin instantly provides the answer and instructions for them, which provides fantastic efficiency gains. But it\u2019s important to set expectations with new hires that they shouldn\u2019t just copy and paste answers. They still need to understand the job-to-be-done behind the customer\u2019s problem and the solutions they\u2019re sharing. The good news is that Fin can help them learn far quicker than before.<\/p>\n<h3>\ud83d\udcc4 Beef up and optimize your internal knowledge content<\/h3>\n<p>AI Copilot pulls from your internal and external knowledge content like your dev docs, internal knowledge articles, as well as past conversations. At Intercom, we\u2019ve talked lots about the importance of beefing up your external knowledge content. Now is the time to fill in the gaps and optimize your internal knowledge content to make it clear, accurate, and easily understandable for customers too.<\/p>\n<h3>\ud83d\udcc8 Measure efficiency gains (you will see them)<\/h3>\n<p>AI Copilot will remove steps involved in troubleshooting issues and having to navigate a ton of different resources across multiple tools and docs. As a direct result, you\u2019re going to see those efficiency gains, and it&#8217;s important to have some metrics and early signals to be able to assess and get a pulse check on that.<\/p>\n<p>AI Copilot is not like other new tools or workflows that require a ton of change management. You can get started quickly and easily, in a risk-free way. And you can see significant, early results with low upfront investment.<\/p>\n<p>Any level of change can be daunting, but our own experience delivering AI-first Customer Service is making it clearer than ever \u2013 this change is more than worth it.<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>There is an understandable level of anxiety among support teams about the impact AI is going to have on staffing levels in the customer service industry \u2013\u00a0but we&#8217;re already seeing the real-world benefits for support reps.<\/p>\n","protected":false},"author":219,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[25198,3],"tags":[25203,25305],"coauthors":[482,24858],"class_list":["post-30003","post","type-post","status-publish","format-standard","hentry","category-ai-ml","category-customer-support","tag-ai-in-customer-service","tag-fin-ai-copilot"],"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>AI skepticism is giving way to curiosity among customer service teams<\/title>\n<meta name=\"description\" content=\"Support teams are feeling anxious about the impact AI is going to have on jobs \u2013\u00a0but we&#039;re already seeing the real-world benefits.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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