In evolution, the term trends describes gradual adaptations that emerge over time due to environmental pressures, but do not necessarily redefine a species. These changes can be temporary and reversible. But some disruptions are so significant they permanently alter a species’ trajectory, or even lead to the emergence of a new species.
These disruptions transform ecosystems, create new challenges and opportunities, and force species to adapt – or risk extinction.
Intercom has been documenting trends in customer service for years, but AI represents a paradigm shift; a disruption so great that it permanently changed the trajectory. As such, we have now moved beyond trends and into a transformed world of AI-first customer service. We must learn to adapt in order to survive.
The 2025 edition of the Customer Service Transformation Toolkit marks the end of an era. It explores how AI has changed everything, and the best ways to navigate and survive in this new environment.
Download this whitepaper to discover:
- Best practices for adopting and integrating AI
- Ways to optimize your AI support strategy
- A framework for measuring ROI and efficiency gains