The customer service industry is undergoing a significant transformation due to the rise of AI. The traditional annual trends report is being replaced by a Customer Service Transformation Report, which highlights the permanent and irreversible changes brought about by AI in customer service. According to research, 54% of support teams planned to invest in AI for customer service last year, but ultimately ended up investing 76%. The window of opportunity for those who haven't adopted AI yet is closing quickly, with 79% planning to invest in the year ahead. AI has rewritten the economics of customer service, unlocking infinite scalability and allowing businesses to infinitely scale their support without having to scale their teams. However, many CS tech providers are falling behind, and support teams need cutting-edge tools to succeed. Customer attitudes towards AI have flipped, with 89% believing that attitudes have changed in the past year, and only 20% thinking they're negative. Support teams are enthusiastic about working alongside AI, with 82% feeling positive and 60% saying their roles are evolving because of the technology. The benefits of AI are clear, but it's time for support leaders to embrace the paradigm shift and join the innovators to get ahead.