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Everyone's guessing on AI. This report isn't.
Most support teams have deployed AI. This report examines why the gap between what it's doing and what it could be doing is wider than most leaders realize – and what the teams closing that gap are doing differently.
Brought to you in partnership with TeamSupport, this report cuts through the noise with real survey data from global support leaders, revealing where the field is heading next.
AI for Customer Support Leaders
In 2026, AI shouldn't be used just to handle volume. The teams that are using AI to its full potential are using it to surface customer risk before renewal, flag product friction before it becomes churn, and route revenue intelligence to the teams that need it. This is the intelligence layer – and most support functions are leaving it entirely untapped.
In partnership with TeamSupport
We're proud to partner with TeamSupport on the 2026 AI for Customer Support Leaders Report.
TeamSupport is an AI-native customer operations and intelligence platform for B2B software and technology companies. By bringing onboarding, support, and customer success together in one platform centered on the customer account, it transforms every customer interaction into actionable business intelligence.
What you’ll discover
80% of teams have AI summaries in production – but only 38% have predictive escalation. (Page 8)
Why 88% of teams aren't deploying agentic AI yet – and the infrastructure prerequisite they're missing. (Page 11)
Why 52% of leaders say their biggest challenge isn't budget or buy-in – it's something far harder to solve. (Page 36)
How to shift the CFO conversation from "AI reduced handle time" to the revenue case that actually wins investment. (Page 43)
What happens when you treat knowledge as a product with a roadmap instead of documentation with a deadline. (Page 26)
The underdeployed use case that takes QA coverage from 1% to 100% of tickets. Most teams haven't explored it. (Page 9)
The two-dashboard measurement framework that separates AI operational performance from the customer intelligence AI is uncovering in real time. (Page 18)
The handoff moment that produces worse CSAT than no AI at all – and what most teams underdesign. (Page 40)
Why only 20% of support teams have reduced headcount as a result of AI – and what the other 80% are doing with the capacity instead. (Page 81)
Why the most mature AI use case in 2026 isn't chatbots or agentic systems – it's something far more humble. (Page 8)
The autonomy principle borrowed from engineering that determines whether your AI deployment scales or gets pulled back. (Page 38)
Why fixing the knowledge foundation – before any AI deployment – halved one team's onboarding time. (Page 25)
Benchmark your AI strategy against your peers
The support leaders reading this report will walk into their next leadership conversation on AI knowing exactly what to say. The benchmarks are in. The gaps are named. The roadmap is here.
Benchmark your AI strategy against your peers
The support leaders reading this report will walk into their next leadership conversation on AI knowing exactly what to say. The benchmarks are in. The gaps are named. The roadmap is here.
