Getting deep with The 2026 Customer Service Transformation Report

Описание: The majority of support teams are now using and investing in AI – but only a select group who've gone deep with their implementation are truly pulling ahead. Bobby Stapleton, Senior Director of Human Support at Intercom, sits down with Ruth O’Brien, Senior Director of AI Support at Intercom, to unpack the key findings from "The 2026 Customer Service Transformation Report." Together, they explore how deeper AI integration is driving measurable ROI, reshaping support roles, and freeing teams to focus on higher-value, more consultative work.

For all the insights, download the full report here: https://www.intercom.com/blog/custome...

Chapters
00:00 Introduction to the 2026 Customer Service Transformation Report
02:47 AI Adoption: The Importance of Depth
06:01 Measuring ROI: The Impact of Deeper Integration
09:12 Customer Experience: From Functionality to Quality
12:03 Expanding Roles: Beyond the Inbox
14:52 Blueprint for AI Deployment Across the Business

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