Support Agent
As AI takes on more work, support agents have more capacity to play a more strategic role, focusing on training and optimizing AI as well as handling the most complex escalations.
Fnby Intercom is a technology company that provides customer support and communication tools.
- Health insurance
- Retirement plan
- Paid time off
Benefits estimated based on industry standards
The role of support teams in 2026 is evolving to deliver even more strategic impact, across the entire business, with the help of AI. As AI takes on more work, support agents have more capacity to play a more strategic role. In our new survey research, across 2,400 support professionals, we found that: → 40% of teams say agents are now focused on training and optimizing AI. → 27% percent say agents now handle only the most complex escalations. New roles are emerging that didn’t exist two years ago. Senior leaders say that support teams are driving strategic impact across the whole organization. This correlation isn’t coincidental. Read the full 2026 Customer Service Transformation Report to explore more insights. Link in the comments.
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