AI Is Saving Customer Support Teams Time, Survey Finds
CXDIVE, Wednesday, February 4th, 2026
Other benefits include scaling support without growing headcount and reduced cost to serve, according to an Intercom survey.
Dive Brief:
- Just over half - 53% - of customer support teams say faster response and resolution times is one of the top benefits of AI, according to a survey of more than 2,400 global customer support professionals by AI customer support vendor Intercom.
- Other major benefits reported by customer support teams included 24/7 support coverage, scaling support without growing headcount, and reduced cost to serve, according to the survey.
- The top use cases of AI agents in customer support were to automate manual work, assist with proactive engagement and perform customer tasks.
Dive Insight:
Many customer support teams see the time freed up by AI as one of the primary avenues to produce a return on investments.