Support leaders are investing more in AI technology to gain a competitive advantage in the customer service industry. They believe that adopting AI will help their support teams have an outsized impact and drive significant results. The use of advanced AI technologies such as ChatGPT is accelerating investment in AI technology for support, with 67% of leaders planning to invest more in AI in the year ahead. However, there are concerns about balancing this investment with existing support resources. Support leaders are excited about improvements in areas such as response times, message consistency, and training costs. They believe that customers are ready to interact with AI technology and expect AI-powered support experiences to meet their changing expectations. The use of AI and automation can help teams improve customer experience, increase customer satisfaction, and gain a competitive advantage. It's essential for support leaders to stay ahead of the curve by embracing these advancements to win, retain, and delight their customers.