Playbooks for AI adoption in CS
Leaders and Executives:
Cost-analysis of Support-AI
ROI Calculator
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/65757b0c7f832e848a40fdd4_Screen%20Shot%202023-12-10%20at%2012.46.53%20AM.png)
1450+ checkouts
Last update: Nov 2023
Typical timeline to
implement & adopt AI
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/6575738754502cbe51c268ba_Screen%20Shot%202023-12-10%20at%2012.14.36%20AM.png)
2450+ checkouts
Last update: Mar 2023
Vendor Evaluation Matrix
Support - AI
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/64707d70041bb767eae0e5c2_Preview%20-%20Vendor%20evaluation.png)
1800+ checkouts
Last update: Aug 2023
Customer Service Trends 2024
Intercom Report
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/65aad5af17015adfd047b59d_Screen%20Shot%202024-01-19%20at%2012.03.20%20PM.png)
150+ checkouts
Last update: Jan 2024
Customer Service Quality
Benchmark Report 2023
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/65aad7ffcfda6893adbfda11_Screen%20Shot%202024-01-19%20at%2012.12.52%20PM.png)
1600+ checkouts
Last update: May 2023
Customer Service Benchmark
Freshworks Report 2023
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/65aad87e20805bd3dd085a81_Screen%20Shot%202024-01-19%20at%2012.15.11%20PM.png)
1250+ checkouts
Last update: Nov 2023
CS Strategic Plan - template
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/657558ebfab7d13128454669_Screen%20Shot%202023-12-09%20at%2010.20.54%20PM.png)
2300+ checkouts
Last update: Apr 2022
White paper:
ChatGPT for Technical support
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/647092406f065a8bf190ea27_Screen%20Shot%202023-05-26%20at%204.34.16%20PM.png)
1600+ checkouts
Last update: May 2023
Use-case of AI for
Tier-1 support issues
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/657588e20c04aea89759f01c_Twig%20Basis%20banner-Customer%20Support.png)
1250+ checkouts
Last update: Nov 2023
Building AI for Intercom
Learnings from the field
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/647326dd716711e650712900_Screen%20Shot%202023-05-28%20at%203.32.55%20PM.png)
2300+ checkouts
Last update: Apr 2023
Customer Journey Mapping
in stages
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/64705a836fd06108f10f864c_G-sheet.png)
1700+ checkouts
Last update: May 2023
Evaluating risks of AI
Deflection vs. Agent assist
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/6470ac44a55b9bf80760826e_Screen%20Shot%202023-05-26%20at%206.25.13%20PM.png)
In Progress
Individual Contributors (Support Reps):
Customer Support & Success roles
RACI - overview
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/64705a836fd06108f10f864c_G-sheet.png)
2100+ checkouts
Last update: July 2022
Customer engagement - RACI matrix
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/64705a836fd06108f10f864c_G-sheet.png)
3900+ checkouts
Last update: Feb 2022
Voice of Customer - program
![](https://assets-global.website-files.com/64705a836fd06108f10f85ff/64705a836fd06108f10f8650_g-doc.png)
2600+ checkouts
Last update: Oct 2022