Hey there,

No matter which generational bracket we find ourselves in, we will have experienced a technological leap or two in our time. AI is the latest – and potentially the greatest – to come along, and, like every breakthrough before it, the message is clear: this will change everything.

This time, it looks like the hype machine might just be right. But for CS teams and managers, it can be difficult to see a path from the current day-to-day to an AI-infused future. How can leaders make the transition as easy, reassuring, and yes, exciting as possible for their teams?

On the Intercom podcast, some of those leaders came together to chat through the rapidly changing customer service space, how they plan to incorporate AI into their teams, and how they’re involving their teams in building the new CS world.

Here are some ready-to-use insights from the discussion:

• Get your team involved early. Transparent communication (in every direction), collaborative planning, and a clear strategy will ensure your team feels confident and empowered when welcoming AI to the team.
• Optimize your help center to put your best foot forward when implementing an AI chatbot. That means updating existing content, planning new content, and creating templates to speed up future article production.
• Test and iterate as you go. Your team will have lots of thoughts on where to start implementing AI in small, manageable ways, finding out what works, and expanding your efforts over time.
• Secure team-wide consensus on how you will present AI chatbots to your customers. The leaders on the Intercom podcast recommend being totally transparent with your users in order to maximize customer satisfaction – and avoid an unsettling AI spinoff of MTV’s Catfish.

Hope these tips are helpful! This is unexplored territory, so trying new things and keeping the lines of communication open is the only way forward.

Who says there's no (A)I in team?

What’s been happening

When generative AI met customer service

Response Time: Vol. 8

What's going on in customer service? 

• Customers are wary of bias and “hallucinations” in AI: Nearly half of Americans don't believe companies that are using generative AI are doing enough to protect users from bias and false information. How can businesses build trust in this new age?
  
• How AI will help keep customers happy: The CEO of contact center software giant Nice explains why he thinks AI will amplify the skilled work that goes into providing excellent customer service.
• AI enhances customer service, but watch out for these pitfalls: AI is all set to take your customer experience to the next level, but thoughtful implementation is essential if you want to preserve customer trust.

Intercom is the customer service platform helping businesses build better customer relationships through personalized, messenger-based experiences.

Intercom | 55 2nd St. | San Francisco, CA 94105

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