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There’s been a lot of talk about AI customer service…but it's finally found its voice. Our announcement on March 19th needs to be heard to be believed. If you’re leading the way in AI customer service, click ‘Attend’ to save your spot.

You have an problem so you send a message to customer support... An AI agent responds 𝘪𝘯𝘴𝘵𝘢𝘯𝘵𝘭𝘺. It’s polite. It’s trying its best. But maybe it doesn’t quite get what you mean… how patient are you? Do you give it a second to catch up? Rephrase your question? Or do you sigh dramatically and start mashing “𝚝𝚊𝚕𝚔 𝚝𝚘 𝚊 𝚑𝚞𝚖𝚊𝚗”? Now flip it – if a 𝗵𝘂𝗺𝗮𝗻 agent took an extra 30 seconds to reply, are you more forgiving? Support reps, maybe you've seen this firsthand – some customers will wait minutes for a human but won’t give a bot a few seconds to work its magic. Others assume bots are faster and get frustrated when a person takes longer. So what’s the verdict? Vote below and let us know why you think so in the comments 👇

Automation isn’t a 𝗻𝗲𝘄 concept to customer support... But, for years, it felt like a memory test. Customers weren’t engaging with automation, they were just trying to remember the fastest way to a human. Think less 𝘩𝘦𝘭𝘱 𝘥𝘦𝘴𝘬, more 𝘦𝘴𝘤𝘢𝘱𝘦 𝘳𝘰𝘰𝘮. But that’s not the story anymore. Today’s AI isn’t just another barrier – it’s actually solving problems. Listen in as Synthesia’s Constantina Samara breaks down the factor that transformed support AI from annoying roadblock to actual resolutions.

Here’s a stat that might surprise you: 82% of support teams 𝘭𝘪𝘬𝘦 working alongside AI. Not tolerate it. Not begrudgingly accept it. They 𝗹𝗶𝗸𝗲 it. And why wouldn’t they? It’s clearing out the repetitive stuff, making space for agents to do more strategic, high-value work. But, it goes deeper than that. 60% of support teams say their roles are evolving. New job titles like AI customer support specialist, conversation analyst, and knowledge manager are popping up. AI isn’t replacing people; it’s expanding career opportunities and raising the bar for what's possible. These findings (and many more) are part of the 2025 Customer Service Transformation Report, you can read the full thing by following the 🔗 in the last slide.

"Do you mind if I put you on hold?" Yes, we mind. Everybody minds. Your customers want their problems solved now, not soon, and not 13th in a queue even though their call is apparently important to you. On March 19th, we’ll debut Fin Voice – AI-powered phone support designed for real conversations. No more waiting. No more friction. Just fast, intelligent, human-like support. Join the Built For You event live on LinkedIn to hear it in action. inter.com/bfy-s25

If customer service had a rulebook, Ehsan Rishat would probably rewrite it. For the Head of Customer Success at REsimpli, the magic of customer success isn't just about solving problems. It's about guiding customers toward smarter decisions, building trust, and making sure they 𝗳𝗲𝗲𝗹 valued every step of the way. Oh – and ditching outdated phrases like, “𝘓𝘦𝘵 𝘮𝘦 𝘳𝘦𝘢𝘤𝘩 𝘰𝘶𝘵 𝘵𝘰 𝘵𝘩𝘦 𝘣𝘢𝘤𝘬𝘦𝘯𝘥.” (Seriously, why are we still saying that?) In this week’s Response Time, Ehsan shares why empathy is the ultimate CX superpower, the benefits of a proactive mindset, and why Keanu Reeves would crush it in a customer support role. Want to read the full interview? 👉 inter(dot)com/responsetime

It has never been like this. It has always been like this. AI is bringing 𝐛𝐢𝐠 changes to knowledge work – and these shifts have a lot of people thinking about how to adapt. What can they do? What 𝘴𝘩𝘰𝘶𝘭𝘥 they be doing? Benedict Evans had some insightful advice for how to think about this. SPOILER: it doesn't involve quitting your job and taking up farming.

Is there a worse form of customer service gaslighting than hearing, "Your call is very important to us" while sitting on hold? Long wait times aren't just frustrating – they send a clear message about where customers 𝘳𝘦𝘢𝘭𝘭𝘺 stand on a company's priority list. That's why on March 19, we're announcing Fin Voice. Fin Voice answers calls instantly. No wait times, no phone menus. Just fast, accurate support that listens, understands, and responds like a human. So... how long are you willing to wait? Answer below and register for the Built For You Spring '25 broadcast (🔗 in the comments)

Your team isn’t afraid of AI. They’re afraid of what no one’s telling them about AI. After talking with CS leaders across the globe about their approach to change management, one thing is obvious: When teams feel left in the dark, that’s when the real resistance kicks in. And the teams who are upfront about their AI strategy, rethink roles proactively, and actually invest in career growth? They’re the ones making AI work 𝙛𝙤𝙧 them, not against them. Bobby lays out the key tactics in the latest edition of The Ticket. If AI adoption feels a little chaotic, this is the guide you need. Read it here, and subscribe to be part of the 26,000+ support pros who get exclusive customer support insights without lifting a finger. 🎟️⚡️

𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗶𝗻 𝟮𝟬𝟮𝟰: "I'm not sure how I feel about AI handling my support requests." 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗶𝗻 𝟮𝟬𝟮𝟱: _____? Support teams have seen clear benefits from using AI – but there were still some big, unanswered questions for customers... Namely, do they actually 𝙡𝙞𝙠𝙚 dealing with AI? Our 2025 Customer Service Transformation Report offers some insight here: The large majority of this year’s respondents (89%) believe that customer attitudes towards AI in customer service have changed in the past year – and only 20% believe that customers have negative attitudes towards AI. In just one year, attitudes toward AI in customer service have flipped. So... what does that mean for support teams moving forward? Read the full report to find out 👇 inter.com/transformation