The arrival of modern, generative AI is as significant as the birth of the internet. It’s set to disrupt all industries – and customer service has already been radically redefined. But are support teams ready to shift their mindset and seize this huge opportunity?

We’ve just scratched the surface of this major transformation, but things are moving at lightning speed. Just think of the difference between this year and last – 12 months ago, AI was only an emerging possibility, and our AI bot Fin merely had a glint in our developers’ eyes. Now, it’s responded to over 2 million customer requests, and counting. We have a front-row seat to the AI revolution, and it’s clear now is the time to take action. Those who don’t risk getting left behind.

Every year, we survey thousands of customer service professionals to keep a pulse on how the landscape is shifting. For our fourth annual Customer Service Trends Report, we specifically wanted to understand the effects, challenges, and opportunities of this disruption on the customer service space.

Intro. AI is revolutionising customer service at an unprecedented pace

Trend 1. Aim high or say goodbye: Customers’ 7 expectations are higher than ever – and they won't settle for less

Trend 2. The AI race is on Almost half of customer support teams have already adopted AI, with more planning to invest in 2024

Trend 3. Real talk: AI is coming for support jobs but not in the way you think

Trend 4. Ditch the dated tech: Old tools are holding 33 support teams back, and they’re reevaluating their tech stacks for 2024

Trend 5. Metrics reloaded: Success looks different in an AI-first world, and teams need to redefine the way they measure value

Conclusion. Customer service is undergoing radical change. Are you ready to embrace it?