Join us live on March 5, 2024 as our panel dives into the challenges of measuring the impact of AI in Customer Service, one of the most important and interesting insights from this years Customer Service Trends report. If you can’t attend live, register anyway and we’ll send you the recording.

AI is completely changing how customer service is measured.

For many customer service teams, AI-powered chatbots will become the first point of contact for customers seeking support. These bots are capable of offering quick and helpful answers, and can also disambiguate queries and pass them on to a human support rep to provide further assistance if they don’t know the answer.

With AI on the frontlines tackling your inbound support volume, some of the core metrics used to measure the speed and effectiveness of your support delivery will need to be adapted. Are your support teams ready to shift their mindset and embrace this huge opportunity?

Every year, we survey thousands of customer service professionals to keep a pulse on how the landscape is shifting.

For our 4th annual Customer Service Trends Report, we specifically wanted to understand the effects, opportunities, and potential challenges of this AI disruption on the customer service space.

We surveyed over 2,000 global support professionals from a range of locations, roles, and company sizes to find out how customer service is changing across five main themes: customer expectations, AI trends, support teams, tech stacks, and metrics.