AI isn’t just reshaping support, it’s reshaping support 𝘵𝘦𝘢𝘮𝘴. As AI Agents take on more of the frontline volume, the job of customer service changes. Your team stops being “the people who answer questions” and becomes “the people who shape the system that answers questions.” And the roles that matter most look very different from the ones you hired for even two years ago. In Part 2 of our 2026 planning series, Intercom’s VP of Customer Support, Declan I. maps out the roles that make AI successful inside real support organizations – including ours. Inside this edition: • The four foundational functions every AI-first support team needs • Why “player-coach” managers are becoming essential • How Human Support, AI Support, and Operations work together • What changes, what stays the same, and what becomes dramatically more valuable 𝗪𝗲𝗲𝗸 𝟮 𝗶𝘀 𝗹𝗶𝘃𝗲 𝗻𝗼𝘄.
Jai Thakur
4d
I moved our support team from answering to shaping agents, hired player coaches, it's paid off.
Maik Kloß
4d
Great article. It clearly shows how AI is reshaping support teams from the ground up. The focus is shifting from handling tickets to improving the entire system behind them. The new roles around AI quality, content management, and automation are especially interesting. A holistic approach like this will be key for support organizations to stay efficient while delivering a strong customer experience.
The analogy that comes to mind is one of traditional needs meets modern implementation. Historically, a customer service team needed leadership to achieve the maximum results. People starting throwing AI in but failed to recognize them as "virtual agents" that needed leadership as well. A different skill set of leadership, but non the less, leadership at its essence.
It’s incredible to see how fast support organizations are shifting from “handling volume” to “designing the system.” The future belongs to teams that treat AI as a teammate, not just a tool, and this breakdown makes that crystal clear. We’re not replacing people; we’re redefining how they create value. 👏