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Intercom·19 March 2026

Intercom 2026 Report: AI Reshaping Support Roles.

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Intercom 2026 Report: AI Reshaping Support Roles

Intercom's 2026 Customer Service Transformation Report finds AI can handle up to 90% of a human agent’s annual ticket workload (example: RB2B), saving thousands of hours, speeding responses, and improving customer satisfaction. The report shows AI shifts support roles from repetitive tasks to deeper customer expertise; includes case studies from RB2B, Gamma, Lightspeed Commerce, Anthropic, Breathe, and MONY Group plc.

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