The Ticket: Exploring customer service career paths in the age of AI [Video]

All jobs naturally change and evolve over time, and technological advances are often the catalyst.

The impact of AI on customer service is the latest example of new tech leading to rapid change – support roles and career paths are being completely reshaped. 

AI has opened up new opportunities for customer service teams to enhance efficiency and productivity, as well as create fast, high-quality customer experiences. But beyond that, it’s enabling support agents to break through what were previously the “confines” of their roles and explore other areas of impact for their businesses. 

“Not only is AI transforming the day-to-day work of support agents, it’s creating entirely new roles and career paths for them to explore”

In the “old world” of customer service, support roles involved a lot of manual, repetitive, and time-consuming work. And unless support agents wanted to move into management or QA positions, career progression opportunities were …