Should I be afraid of the oncoming AI assistants and chatbots? This is something we think about all the time, especially because we work with a lot of support and success folks. And the answer is: no.

Many years ago, you didn’t have computers and people were using other tools. Once computers arrived, they made us more successful. Similarly, people once rode horses—and then cars helped them get where they wanted to go much faster. AI assistants and chatbots will make every role 5–10× more productive.

That productivity boost increases the value each person delivers and makes teams more efficient—benefiting both customers and companies. However, if you’re a support rep or on a customer success team and you haven’t adopted AI, other teams that have will run circles around you, and you won’t be able to demonstrate the same value.

My recommendation to support and success teams is always to adopt AI within your workflows. Each team will find different use cases and benefits, so start experimenting: see what works, what doesn’t, and make it your own.

For example, you might use AI assistance to help support reps answer questions faster—drafting a response in six seconds instead of 20 minutes, then completing it in three to four minutes. That’s a 3–4× productivity improvement. You can also apply AI to RFIs, solution engineering, and more.

But getting started with AI is the first step. Once you begin, you’ll discover the unique ways it makes sense for your company—then you can fully own and scale it.

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