{"id":31392,"date":"2024-05-23T10:36:39","date_gmt":"2024-05-23T09:36:39","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=31392"},"modified":"2025-06-20T11:02:19","modified_gmt":"2025-06-20T10:02:19","slug":"how-ai-makes-support-work-more-meaningful","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/how-ai-makes-support-work-more-meaningful\/","title":{"rendered":"How AI makes support work more meaningful"},"content":{"rendered":"

Everyone has a \u201cwhy\u201d behind what they do.<\/p>\n

Not many people spend time thinking about it though and for a lot of folks, it’s easily forgotten. In customer support, your \u201cwhy\u201d is right in front of you every day. Helping people is the heartbeat of your job and everything you do is geared towards providing a great experience for everyone you interact with.<\/p>\n

Enjoying the experience yourself when you have so much to get through can be a different story, however. Your workload brings with it plenty of challenges, so we wouldn\u2019t be surprised if some days there\u2019s more of a \u201cWHY?!\u201d ringing in your head.<\/p>\n

AI changes all that. In the second episode of Off Script<\/em><\/a>, Paul Adams, our Chief Product Officer at Intercom, discusses the impact this technology has had on customer service so far \u2013 and how it\u2019s making more time for enjoyable, meaningful work by freeing teams from repetitive tasks.<\/p>\n

While this might take some getting used to, it\u2019s also incredibly exciting. Here are a few ways going AI-first can help you and your team connect with your work on a deeper level.<\/p>\n

\n

This post originally featured in our AI-first customer service newsletter,
\nThe Ticket<\/i>.<\/p>\n

 <\/p>\n

\ud83d\udc49 Subscribe<\/strong><\/a> and join the 28K+ customer service professionals who receive industry news, tips, and career guidance directly on their LinkedIn feed.<\/p>\n<\/blockquote>\n

A new type of teamwork<\/h2>\n

For too long, support teams have been focused on ticket resolution and queue management. With so much to get through, it\u2019s hard to make space for much else.<\/p>\n

Now, with AI agents attending to most routine queries, human team members are tasked with resolving more complex, nuanced problems. Without the distraction of answering FAQs, you\u2019ll be able to put your heads together and leverage each other\u2019s expertise. In the process, you\u2019ll get to know your teammates better, deepen relationships, and hopefully, have some fun while you\u2019re at it.<\/p>\n

Room to go the extra mile<\/h2>\n

When you\u2019re not frantically trying to get things done, you have more time to be intentional about how you\u2019re doing them.<\/p>\n

As a support manager, getting some time back means you can focus on your leadership skills and how you\u2019re supporting your team at an individual level during a period of change. For support agents, a less ticket-heavy day means engaging with customers more meaningfully, taking time to explain a workaround to someone who\u2019s confused, or maybe just sending a perfectly-timed GIF.<\/p>\n

For the whole team, more time means more opportunity to strengthen human connection, which ultimately brings you back to your \u201cwhy.\u201d<\/p>\n

Exploring new opportunities<\/h2>\n

AI is going to change what a career in customer service looks like. While this might sound scary, it\u2019s actually a unique opportunity to explore new skills and interests you might not have considered.<\/p>\n

Going AI-first means your team will get to work on new challenges, such as developing and maintaining extensive knowledge bases<\/a> and collaborating with other teams across the business to drive improvements. Through these experiences, you\u2019ll hopefully learn more about yourself, where your strengths lie, and what areas you want to improve in. It\u2019s a growth opportunity like no other.<\/p>\n

To round these thoughts off, the future for support teams in the age of AI is bright. Not only will AI make work easier, but it will make it more enjoyable too.<\/p>\n

\n

\ud83d\udce9\u00a0 Subscribe to The Ticket<\/em><\/strong><\/a> \u2013 a bi-weekly LinkedIn newsletter delivering key insights for customer service professionals in this time of mind-blowing change.<\/p>\n","protected":false},"excerpt":{"rendered":"

Here’s how how AI transforms customer support by eliminating repetitive tasks, creating space for meaningful interactions, and opening new growth opportunities.<\/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":[3],"tags":[25203,25296],"coauthors":[482,24858],"class_list":["post-31392","post","type-post","status-publish","format-standard","hentry","category-customer-support","tag-ai-in-customer-service","tag-the-ticket"],"yoast_head":"\nHow AI makes support work more meaningful - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"Learn how AI transforms customer support by eliminating repetitive tasks, creating space for meaningful interactions, and opening new growth 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\/how-ai-makes-support-work-more-meaningful\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How AI makes support work more meaningful\" \/>\n<meta property=\"og:description\" content=\"Learn how AI transforms customer support by eliminating repetitive tasks, creating space for meaningful interactions, and opening new growth opportunities.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/how-ai-makes-support-work-more-meaningful\/\" \/>\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=\"2024-05-23T09:36:39+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-20T10:02:19+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/06\/BlogHero_3600x1680_TheTicket_Newsletter-Blog-Posts_opt1-scaled.png\" \/>\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\/png\" \/>\n<meta name=\"author\" content=\"Ruth O'Brien, Bobby Stapleton\" \/>\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=\"Ruth O'Brien, Bobby Stapleton\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-ai-makes-support-work-more-meaningful\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-ai-makes-support-work-more-meaningful\\\/\"},\"author\":{\"name\":\"Ruth O'Brien\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/f450383b5d64b735aa0b1409b28e38ba\"},\"headline\":\"How AI makes support work more meaningful\",\"datePublished\":\"2024-05-23T09:36:39+00:00\",\"dateModified\":\"2025-06-20T10:02:19+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-ai-makes-support-work-more-meaningful\\\/\"},\"wordCount\":595,\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"keywords\":[\"AI in customer service\",\"The Ticket\"],\"articleSection\":[\"Customer Service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-ai-makes-support-work-more-meaningful\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-ai-makes-support-work-more-meaningful\\\/\",\"name\":\"How AI makes support work more meaningful - 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