The latest report by Intercom highlights that in the past year, 76% of support teams have invested in AI for customer service—a sharp increase from 56% in 2023. This surge in adoption highlights a rapid shift as teams realize that falling behind on AI implementation could mean losing a competitive edge. Looking ahead, 79% of support teams plan to invest in AI in 2025, further solidifying AI’s role in the industry.
As many as 81% of support leaders agree that AI is fundamentally changing the economics of customer service. Traditionally, scaling support meant hiring more agents, a costly and unsustainable approach. AI is transforming this model by enabling teams to handle increased support volumes efficiently without significantly expanding headcount. The result? Faster, better, and more cost-effective service.
Measurable improvements
Among support directors who have implemented AI, 77% report significant improvements in key metrics, with response times seeing the biggest boost. In addition, only 20% of customer service professionals now believe customers have negative attitudes toward AI, indicating a growing acceptance of AI-driven support solutions.
Positive sentiment toward AI in the workplace
Adopting AI isn’t just improving customer experiences—it’s also enhancing the work environment for support teams. A strong 82% of professionals report feeling positive about working alongside AI, citing benefits such as reduced burnout and more time for complex problem-solving.
AI is even reshaping career paths, with 60% of respondents seeing new roles emerge, such as AI customer support specialists and chatbot trainers.
Despite AI’s advantages, not all customer support platforms are keeping up. Only 19% of respondents say their current tools fully meet their needs, and 50% actively search for better platforms and technologies. Selecting the right AI-driven support tools is now a critical business decision.
AI is no longer a future investment—it’s a present necessity. As customer expectations evolve and support teams redefine their strategies, businesses that fail to adopt AI risk being left behind. The time to act is now.