AI In Customer Service—the Future

We showed you what it was like when we implemented our AI customer service agent and how the customer support team changed. Now it's time to speculate about what the future may bring.

Automation of Frontline Support

• AI will take over Level 1 support—answering FAQs, resolving common issues, and routing more complex tickets.
• Over time, it may also start handling some Level 2 queries, reducing the need for human involvement in routine cases.
• We’re confident that AI will handle 80% of all tickets in a few years.

Job Evolution

• Some roles (like traditional support agents or clerks) will be eliminated or reduced.
• But new roles will emerge—AI trainers, analysts, conversational designers, or level 2/3 specialists—leading to more specialized, strategic, and better-paying jobs.
• Support agents may be upskilled to take on more complex tasks, creating sharper career trajectories.

More Hands-On, Personalized Support

• With AI handling the repetitive work, human agents can deliver more thoughtful, high-touch experiences.
• More customers may receive premium-level care since AI frees up time and resources.

Organizational Productivity Boost

• AI can scale support without scaling headcount, making companies more efficient and competitive.
• Businesses can reinvest saved costs into improving customer experience or innovating further.

Rise of Proactive AI Bots

• Future bots won’t wait for the customer to reach out—they’ll initiate conversations, notice friction, and step in before frustration escalates.
• Bots may engage users directly with personalized interactions or help correct user behavior in real time, like an interactive onboarding extended throughout the user’s lifetime.

AI That Breaks Out of Chat Windows

• Expect new formats like video bots, voice bots, and even 3D avatars delivering one-to-one support.
• These will make support more human-like and immersive within the product or app experience itself.

Deep Conversation Analysis at Scale

• AI will allow businesses to analyze every single customer conversation, not just a sample.
• This enables a shift from feedback “triage” to complete, data-driven insight, helping companies understand customer needs more deeply and act on them faster.

AI Adoption as a Competitive Advantage

• Companies that embrace AI thoughtfully will stand out in the market.
• Those who hesitate may fall behind in customer satisfaction, speed, and operational agility.