IntelligentBee Launches the Hybrid Support Index 2025: Essential Field Report on AI Tools changing B2B Tech and E-commerce Support

IntelligentBee announces the release of the Hybrid Support Index 2025, an essential field report analyzing how AI tools are changing B2B Tech and E-commerce Customer Support. The field report evaluates the most widely adopted AI systems in live environments, offering a grounded perspective on what actually delivers measurable results.

In 2025, AI has become embedded in nearly every stage of customer interaction, from routing and triage to full case resolution. Most organizations now report clear gains in speed, accuracy, and cost efficiency, with customer leaders calling AI essential to delivering personalization at scale. Yet one truth remains: while AI can scale service, only humans can sustain empathy, context, and trust.
The Hybrid Support Index 2025 was developed to answer a single question: how do we make AI work with people, not instead of them?

The report identifies six key categories defining the core AI tools in Customer Support:
Chatbots & Virtual Assistants
Natural Language Processing (NLP)
AI-Powered Email Support
Self-Service Knowledge Bases
Predictive Analytics & Customer Insights
AI-Powered Ticketing Systems

Each category highlights tools proven to enhance agent performance by automating repetitive tasks, surfacing insights in real time, and improving knowledge management. When integrated effectively, these technologies don't replace agents, they empower them.

"The Hybrid Support Index 2025 shows that the strongest teams use AI to clear volume and give humans back the time to solve complex, high-value problems," said Costi Teleman, Founder and CEO at IntelligentBee. "Support powered only by AI is efficient. Support driven by humans using AI is effective."

With hybrid support now defining competitive advantage in Customer Experience, IntelligentBee's field-tested findings provide clarity for leaders navigating the evolving AI landscape.

The Hybrid Support Index 2025 presents an overview of the most used AI tools driving progress in Customer Support and analyzes their effect on team performance.
Read the full report: https://tinyurl.com/34kvjmvx

IntelligentBee
Romania, Grigore Ureche 14, et. 2, Iasi, 700044
+40 332 408 668
hello@intelligentbee.com

IntelligentBee delivers Human-First, AI-Enhanced Customer & Technical Support solutions for growing Tech, SaaS, and E-commerce companies. We blend AI-powered speed with human empathy to create trust-driven experiences that retain customers and enable growth. Every conversation fuels actionable insights, empowering smarter, faster business decisions. We grow with you, making every interaction count.

This release was published on openPR.