How is AI impacting customer support? Lessons from 20+ support leaders

AI in customer support isn’t all hype. It’s got real, practical use cases that are changing the way businesses build customer relationships. So, we asked 20+ support leaders how AI is showing up in everyday support processes. These trends stood out:

AI copilots assisting agents in real-time
Hyper-personalized replies across channels
Smarter self-service with AI search
Automated tagging and routing
AI-driven coaching and quality checks

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CX leaders weigh in on the top AI trends in support

AI is powerful in tasks that involve language and prediction. We’re seeing a shift from full automation and cost-cutting toward co-pilot functionality; ensuring customers receive a personalized experience.

Karen Lam

Director of Customer Support,
Top Hat

The ability to hyper-personalize will improve. AI will look at a customer’s history, including buying patterns, past support calls, how they compare to other customers, and more.

Shep Hyken

Customer Experience Expert

The AI trend I think is gaining traction is analytical backend AI. There are some great companies out there acknowledging how impactful AI can be when it’s working with us—not instead of us.

Sarah Caminiti

Customer Support Manager, Tailscale

Real-time transcription of calls is gaining traction. As conversations unfold, AI transcribes them, unlocking several functionalities like live agent assistance and instant documentation.