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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.

What's the 𝘁𝗿𝘂𝗲 potential of a customer service team? AI has opened up a world of possibilities. Faster support is just the beginning – support teams are now driving revenue, retention, and growth like never before. But what's next? Constantina Samara, Head of Support at Synthesia, envisions opportunities to service customers in ways that have never been done before, creating an entirely new kind of customer experience. What about you? Where do you see it going from here?

Let’s talk about the Build vs. Buy debate. Building your own AI agent 𝘧𝘦𝘦𝘭𝘴 like a cost-saving move… until you do the math. Even if your in-house solution were free (SPOILER: it won’t be), a best-in-class AI agent with higher resolution rates will still deliver better ROI. (You can check our math below.) Why? Because every extra percentage point of automation compounds your savings – while maintaining a homegrown system only gets 𝗺𝗼𝗿𝗲 expensive over time. Even companies with world-class AI teams are opting to buy because staying competitive requires relentless iteration. The question isn’t 𝘤𝘢𝘯 you build. It’s 𝙨𝙝𝙤𝙪𝙡𝙙 you?

𝟳𝟵% 𝗼𝗳 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘁𝗲𝗮𝗺𝘀 𝗮𝗿𝗲 𝗽𝗹𝗮𝗻𝗻𝗶𝗻𝗴 𝘁𝗼 𝗶𝗻𝘃𝗲𝘀𝘁 𝗶𝗻 𝗔𝗜 𝗳𝗼𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗶𝗻 𝟮𝟬𝟮𝟱. With more AI options than ever, picking the 𝘳𝘪𝘨𝘩𝘵 AI agent has never been harder. And they all sound good on paper. Faster resolutions. Fewer tickets. Happier customers. But here’s where most teams go wrong: They shop for the AI they need 𝘵𝘰𝘥𝘢𝘺, not the one they’ll wish they had 𝙩𝙤𝙢𝙤𝙧𝙧𝙤𝙬. The future of AI-powered support isn’t only answering questions. It's taking actions. Resetting passwords. Processing refunds. Updating account details. No human needed. So here's a tip for when you’re evaluating vendors: Don’t just think about what you need today. Think about what you don’t want to be missing 𝘢 𝘺𝘦𝘢𝘳 𝘧𝘳𝘰𝘮 𝘯𝘰𝘸.

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.