We've surveyed over 1,000 global support leaders and practitioners to understand their attitudes towards AI in customer service. The results show that future-ready support leaders are already planning to invest more in AI-powered technology, with 69% aiming to increase investments in the year ahead. AI is expected to enhance the role of humans in support, not replace them, with over three-quarters of support leaders believing this will happen within the next five years. Adding AI and automation to support toolkits can unlock critical efficiencies, with 66% of support leaders excited about leveraging these technologies. Moreover, AI has the potential to offer companies a competitive edge when it comes to customer experience, with 73% of support leaders believing customers will expect AI-assisted customer service in the near future. However, there's an "AI readiness gap" between CS leaders and practitioners, highlighting the need for leaders to share their enthusiasm around AI with their teams.