{"id":31068,"date":"2025-01-28T16:00:53","date_gmt":"2025-01-28T16:00:53","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=31068"},"modified":"2025-05-01T00:26:21","modified_gmt":"2025-04-30T23:26:21","slug":"customer-service-transformation-report-2025","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/customer-service-transformation-report-2025\/","title":{"rendered":"Customer service trends as we know them are dead"},"content":{"rendered":"<p>For years, we\u2019ve conducted annual research on the trends shaping the customer service space and shared those insights in our <em>Customer Service Trends Report<\/em>. But AI changed everything.<\/p>\n<p>We can\u2019t predict what\u2019s going to happen by looking at the past anymore; we\u2019ve moved beyond trends and into a completely transformed world of AI-first customer service. To reflect this new reality, we\u2019ve decided to disrupt our annual trends report. In its place, we\u2019ll be documenting the permanent and irreversible change brought about by AI in an annual <a href=\"https:\/\/transformation.intercom.com\/?utm_source=ii-blog&amp;utm_medium=internal&amp;utm_campaign=20250128_all_wc_all_global_enus_all_all_all_cst25&amp;utm_content=post\"><em>Customer Service Transformation Report<\/em><\/a>.<\/p>\n<blockquote class=\"pullquote-style-four\">\n<p style=\"text-align: center;\">Ready to dive straight into the data?<\/p>\n<p style=\"text-align: center;\">Check out the <a href=\"https:\/\/transformation.intercom.com\/?utm_source=ii-blog&amp;utm_medium=internal&amp;utm_campaign=20250128_all_wc_all_global_enus_all_all_all_cst25&amp;utm_content=post\"><em>2025 Customer Service Transformation Report<\/em><\/a> \u2192<\/p>\n<\/blockquote>\n<h2 id=\"the-end-of-customer-service-trends-as-we-know-them\">The end of customer service trends as we know them<\/h2>\n<p>In evolution, \u201ctrends\u201d describe gradual adaptations that emerge over time due to environmental pressures. These changes can be temporary or reversible, but do not necessarily redefine a species.<\/p>\n<p>But there are some disruptions so significant they permanently alter a species\u2019 trajectory, or lead to the emergence of an entirely new species. These disruptions transform ecosystems, create new challenges and opportunities, and force species to adapt \u2013 or risk extinction.<\/p>\n<p>In customer service, AI represents one of these great disruptions; a \u201cparadigm shift\u201d that permanently changed the industry\u2019s trajectory. Now, we must learn to adapt in order to survive.<\/p>\n<p>For our new <a href=\"https:\/\/transformation.intercom.com\/?utm_source=ii-blog&amp;utm_medium=internal&amp;utm_campaign=20250128_all_wc_all_global_enus_all_all_all_cst25&amp;utm_content=post\"><em>Customer Service Transformation Report<\/em><\/a>, we surveyed over 2,000 customer service professionals to find out how they\u2019re navigating this new era. The report is filled with insights from global support teams across a range of industries and company sizes, with special commentary from innovators in the space who are paving the way forward.<\/p>\n<p>Here are some key takeaways from our research.<\/p>\n<h2 id=\"ai-investment-has-surged-and-the-window-of-opportunity-is-closing-fast\">AI investment has surged \u2013 and the window of opportunity is closing fast<\/h2>\n<p>Our data reveals that 54% of support teams planned to invest in AI for customer service last year \u2013 whereas in reality 76% ended up investing in AI. And that trajectory is set to continue, with 79% planning to invest in the year ahead.<\/p>\n<p>Why are these teams racing to adopt AI? They likely pivoted when they realized just how big this transformation would be \u2013 and saw how much they risked falling behind if they didn\u2019t start using it, fast.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-31069\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144522.png\" alt=\"54% of support teams planned to invest in AI for customer service last year \u2013 76% did. The takeaway? Most customer service teams are pivoting to AI \u2013 and fast.\" width=\"1600\" height=\"999\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144522.png 1600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144522-300x187.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144522-700x437.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144522-768x480.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144522-1536x959.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144522-600x375.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144522-1400x874.png 1400w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><\/p>\n<p>For support teams that haven\u2019t adopted AI yet, the positive news is that it\u2019s not too late to catch up. But the window of opportunity is closing quickly \u2013 and the risk of being left in the cold when it does is getting bigger. These teams need to work fast if they want to make the most of the AI opportunity that lies ahead.<\/p>\n<h2 id=\"the-economics-of-customer-service-have-been-rewritten-unlocking-infinite-scalability\">The economics of customer service have been rewritten, unlocking infinite scalability<\/h2>\n<p>Scaling customer service alongside business growth has always been a tricky balance to strike. To meet rising demand, the only real option was to add more and more headcount to your support team, which was costly, time-consuming, and unsustainable.<\/p>\n<p>AI-first customer service has broken that traditional linear growth model, and support teams are seeing that play out in real-time. Our survey shows that 81% of support teams agree that AI is changing the economics of CS.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-31070\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144523.png\" alt=\"81% of support teams agree that AI is changing the economics of CS. The takeaway? Customer service is now infinitely scalable. \" width=\"1600\" height=\"999\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144523.png 1600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144523-300x187.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144523-700x437.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144523-768x480.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144523-1536x959.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144523-600x375.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144523-1400x874.png 1400w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><\/p>\n<p>It\u2019s now possible for businesses to infinitely scale their support, without having to scale their teams. Or put another way, the ability to provide better, faster, and cheaper customer service has been unlocked.<\/p>\n<h2 id=\"support-teams-need-cutting-edge-tools-but-many-cs-tech-providers-are-falling-behind\">Support teams need cutting-edge tools, but many CS tech providers are falling behind<\/h2>\n<p>When it comes to customer service, the tools you use are make or break. They represent your company, so you want them to be intuitive, easy to use, and reliable.<\/p>\n<p>But our research suggests that this isn\u2019t always the case: only 19% of customer service teams report that the tools they use can always fully support their needs. This signals that many customer service tech providers are falling behind \u2013 and impacting support teams\u2019 ability to move the needle on what matters most to their businesses.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-31071\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144524.png\" alt=\"Only 19% of customer service teams report that the tools they use can always fully support their needs. The takeaway? Many CS tech providers are falling behind \u2013\u00a0and impacting your ability to innovate and transform. \" width=\"1600\" height=\"999\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144524.png 1600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144524-300x187.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144524-700x437.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144524-768x480.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144524-1536x959.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144524-600x375.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144524-1400x874.png 1400w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><\/p>\n<p>Fortunately, getting access to the latest-gen technology no longer has to be all or nothing. Leading customer service tech providers now offer the ability to buy AI agents as standalone tools with pricing plans you can control. For example, Fin works with your existing platform and offers outcome-based pricing at $0.99 per resolution, so you only pay for what your customers care about most \u2013 solutions to their problems.<\/p>\n<p>This removes a major barrier for customer service teams. Without innovative, AI-powered tools in your tech stack, you run the risk of falling behind your competitors when it comes to offering the best possible customer experience \u2013 and missing out on a chance to really contribute to your business&#8217;s goals.<\/p>\n<h2 id=\"customer-attitudes-towards-ai-have-flipped\">Customer attitudes towards AI have flipped<\/h2>\n<p>The benefits of using AI for support teams are clear, but how do customers really feel about it?<\/p>\n<p>The majority of this year\u2019s respondents (89%) believe that customer attitudes towards AI in customer service have changed in the past 12 months \u2013 and only 20% now believe that those attitudes are negative. It\u2019s clear that AI is now expected, and even appreciated, by the majority of end-users.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-31072\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144525.png\" alt=\"89% of support teams believe that customer attitudes towards AI in customer service have changed in the past 12 months. The takeaway? AI customer service is now normalized and expected.\" width=\"1600\" height=\"999\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144525.png 1600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144525-300x187.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144525-700x437.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144525-768x480.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144525-1536x959.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144525-600x375.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144525-1400x874.png 1400w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><\/p>\n<p>What\u2019s more, this normalization of AI is having a big influence on customers\u2019 expectations of customer service: 85% of this year\u2019s respondents think AI customer service tools \u2013 like AI agents or copilots \u2013 are responsible for rising customer expectations.<\/p>\n<h2 id=\"support-teams-are-enthusiastic-about-ais-potential-roles-and-career-paths-are-evolving\">Support teams are enthusiastic about AI\u2019s potential \u2013 roles and career paths are evolving<\/h2>\n<p>Our research shows that 82% of support teams feel positive about working alongside AI, with 60% saying customer service roles on their team are evolving because of the technology.<\/p>\n<p>This is a far cry from the former fear of AI taking jobs, and an extremely strong signal that suggests support teams are seeing \u2013 and feeling \u2013 the benefits of incorporating AI into their workflows.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-31073\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144526.png\" alt=\"60% of support teams say that customer service roles on their team are evolving because of AI. The takeaway? AI opens up new opportunities for agents to do higher impact work.\" width=\"1600\" height=\"999\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144526.png 1600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144526-300x187.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144526-700x437.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144526-768x480.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144526-1536x959.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144526-600x375.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Group-1197144526-1400x874.png 1400w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><\/p>\n<p>In addition to everyday improvements in job fulfillment \u2013 like reducing burnout and reclaiming more time to focus on complex customer problems and value-adding activities \u2013 AI is also having positive effects on career and role development for support agents.<\/p>\n<p>Some of the biggest shifts are:<\/p>\n<ul>\n<li>Support teams report that their agents are doing more consultative work and providing proactive support, taking responsibility for areas traditionally associated with customer success \u2013 and which improve key business goals like activation, adoption, and customer loyalty.<\/li>\n<li>Promotion pathways and job descriptions are also evolving. With simpler, repetitive queries being handled by AI, agents are working on high-complexity cases that require specialist insight and knowledge, so roles are becoming more strategic.<\/li>\n<li>This is also impacting salaries and earning potential. With the cost savings from AI, as well as the additional value- and revenue-generating activities that agents are now able to work on, there\u2019s more money to be invested back into support teams.<\/li>\n<\/ul>\n<h2 id=\"its-time-to-embrace-the-paradigm-shift\">It\u2019s time to embrace the paradigm shift<\/h2>\n<p>Heading into 2025, support leaders who haven\u2019t adopted AI yet have a choice to make: continue to wait and see what happens \u2013 and fall even further behind \u2013 or join the innovators. The teams that have already embraced AI have an opportunity to get even further ahead by delivering even greater efficiency and customer satisfaction.<\/p>\n<p>Our data shows that AI has already transformed every aspect of customer service. Soon, many of the benefits support teams and customers are seeing will become table stakes, but right now, there\u2019s still time to take advantage of this immense opportunity.<\/p>\n<p>With AI-first customer service, you can provide human-quality support at scale, elevate your support team, and drive real business growth to not only survive, but thrive in this new era.<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>AI has forever changed customer service; we&#8217;ve moved beyond trends and into a transformed world of AI-first CS. Learn how to thrive\u00a0in this new era.<\/p>\n","protected":false},"author":518,"featured_media":31074,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[25198,3,25421],"tags":[25348,25314,564,25349],"coauthors":[25010],"class_list":["post-31068","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-ml","category-customer-support","category-guides-reports","tag-2025-customer-service-transformation-report","tag-ai-first-customer-service","tag-customer-service","tag-customer-service-transformation-report"],"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>Announcing our new &#039;Customer Service Transformation Report&#039; - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"Customer service trends as we know them are dead. Learn how to thrive\u00a0in this new AI-first era with the 2025 Customer Service Transformation Report.\" \/>\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\/customer-service-transformation-report-2025\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer service trends as we know them are dead\" \/>\n<meta property=\"og:description\" content=\"Customer service trends as we know them are dead. Learn how to thrive\u00a0in this new AI-first era with the 2025 Customer Service Transformation Report.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/customer-service-transformation-report-2025\/\" \/>\n<meta property=\"og:site_name\" content=\"The Intercom Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/intercominc\" \/>\n<meta property=\"article:published_time\" content=\"2025-01-28T16:00:53+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-04-30T23:26:21+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/01\/Blog-Hero-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1195\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Declan Ivory\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@intercom\" \/>\n<meta name=\"twitter:site\" content=\"@intercom\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Declan Ivory\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/customer-service-transformation-report-2025\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/customer-service-transformation-report-2025\\\/\"},\"author\":{\"name\":\"Declan Ivory\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/fd6d1cfe687831c054d059254d25da68\"},\"headline\":\"Customer service trends as we know them are dead\",\"datePublished\":\"2025-01-28T16:00:53+00:00\",\"dateModified\":\"2025-04-30T23:26:21+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/customer-service-transformation-report-2025\\\/\"},\"wordCount\":1256,\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/customer-service-transformation-report-2025\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/Blog-Hero-scaled.jpg\",\"keywords\":[\"2025 customer service transformation report\",\"ai-first customer service\",\"Customer Service\",\"customer service transformation report\"],\"articleSection\":[\"AI &amp; Automation\",\"Customer Service\",\"Guides &amp; Reports\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/customer-service-transformation-report-2025\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/customer-service-transformation-report-2025\\\/\",\"name\":\"Announcing our new 'Customer Service Transformation Report' - The Intercom Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/customer-service-transformation-report-2025\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/customer-service-transformation-report-2025\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/Blog-Hero-scaled.jpg\",\"datePublished\":\"2025-01-28T16:00:53+00:00\",\"dateModified\":\"2025-04-30T23:26:21+00:00\",\"description\":\"Customer service trends as we know them are dead. 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