79% of support teams are planning to invest in AI for customer service in 2025, but what’s new about today’s Agentic AI Service Agents? I remember the early days of predictive chatbots from my time at Salesforce. Webchat tools could predict customer questions as they typed, suggest knowledge base articles, and deflect simple queries from humans to self-service.
But today’s Agentic AI Service Agents? They don’t just point customers toward an article, they read all relevant help docs, synthesise the information, and deliver precise, context-aware answers. They can even dynamically translate responses into a customer’s native language on the fly. AI can now; interpret images, troubleshoot issues, check an order status, reschedule appointments and take secure actions across multiple systems to resolve customer requests instantly.
This level of automation translates into massive cost savings for support teams, dramatically reducing resolution times and ticket backlog. Unlike early chatbots, modern AI enhances rather than harms customer satisfaction by using advanced models with low error rates. And for customers that need or prefer human interaction, AI copilots assist human agents by instantly suggesting responses based on previous customer interactions and other internal knowledge sources.
Despite concerns about AI replacing human roles, companies that have invested in AI Agents are seeing both CX & Employee eXperience benefits. Instead of feeling replaced, support teams are feeling empowered. AI is relieving pressure, giving agents more time for investigative work and opening up new career paths as AI conversation designers, model trainers and knowledge managers.
Customer expectations have shifted, 24/7 instant AI-driven support is the new norm. For companies that prioritise CSAT, NPS, or CES, AI isn’t just improving response times, it’s revolutionising how satisfaction is measured. Instead of relying on follow-up surveys with low response rates, AI can now analyse 100% of customer interactions, delivering realtime CSAT insights across the customer base.
According to G2’s latest rankings, Intercom’s Fin leads the AI Service Agent market. Here at Journey Mapper, we’ve partnered with Intercom to bring this transformation to businesses.
Whether you're looking for a fully AI-first customer support platform, want to see how Intercom's Fin can easily integrate with Zendesk or Salesforce, or are simply curious about the future of AI in customer service, we’re hosting a short coffee break webinar on March 12 to demonstrate what’s possible. Pre-registration open here now to reserve your spot: https://forms.gle/LY4xavFWAXTGtxGs9