AI vs Humans: Who Wins Customer Service by 2030? | Off Script скачать в хорошем качестве

AI vs Humans: Who Wins Customer Service by 2030? | Off Script

Intercom CEO Eoghan McCabe projects a future where AI agents handle video calls, bots negotiate with each other, and support is democratized globally. Learn why Amara’s Law predicts AI’s slow-then-sudden impact, how VR could replace traditional ticketing systems, and why “expert agents” might blur sales and support roles. This episode is part prediction, part philosophy, and all-in on the belief that AI will fundamentally change software, customer service, and society, and that the winners will be both the businesses that evolve, and the customers they serve. Key takeaways: 1. The future of CS will look very different than it does today. AI will change everything. Amara’s law: we tend to overestimate the effect of a technology in the short run and underestimate the effect in the long run. Change happens slowly and then all at once. Similar to the self-driving car timeline. 2. Let’s project a few years into the future. Imagine a world where avatars, experts agents, proactive agents, bots talking to bots, VR support, holograms, etc. could happen. With advances in AI, the possibilities are endless. Maybe CS is available out of the box, maybe it gets solved. 3. Practically speaking, we’ll see advances in voice, calls, video, etc. The roles of customer service, success, and sales will blur – there could be one expert agent. Realistically, there will be roadblocks (software doesn’t move that fast, legacy software, integrations, etc.) The economics will also change. 4. Inverse of William Gibson quote on “The future is already here. It's just not evenly distributed.": The past is still here and it’s slowly fading away. Even in a world where AI can do everything, the market will decide what it wants to adopt the AI for and where it wants to keep things human (for irrational human, nostalgic, beautiful reasons). CS will be better for everyone – easier, more accessible, and more democratically available to more people. Chapters 00:00 Introduction: AI’s transformative impact on customer service 01:48 The evolution of AI and its role in business 05:32 The shift from human agents to AI-driven service 10:15 AI-driven personalization and proactive customer engagement 12:31 Generation 1 vs. Generation 2 AI agents 14:14 The future of AI: Bots, avatars, and human collaboration 20:37 Conclusion: AI’s lasting impact on customer experience Enjoy, and don't forget to subscribe to our channel to be the first to see our latest videos. Follow the people:   / eoghanmccabe     / destraynor   Get a free trial of Fin, our breakthrough AI Agent here: https://www.fin.ai https://www.intercom.com #CustomerService #CustomerSupport #AI