IntelligentBee Releases the Hybrid Support Index 2025

Iasi, Romania – October 16, 2025 – IntelligentBee today announced the publication of its **Hybrid Support Index 2025**, a vital field report that meticulously examines how AI tools are transforming B2B Technology and E-commerce Customer Support. This comprehensive report assesses the most prevalent AI systems currently in use, providing a pragmatic view of solutions that genuinely yield quantifiable outcomes.

By 2025, Artificial Intelligence has integrated itself into virtually every phase of customer interaction, spanning from initial routing and triage to complete case resolution. The majority of organizations are now reporting distinct improvements in speed, accuracy, and cost-effectiveness, with customer service leaders deeming AI crucial for providing personalized experiences on a large scale. Nevertheless, a fundamental truth persists: while AI possesses the capacity to expand service capabilities, only human agents can consistently provide empathy, context, and build trust.

The **Hybrid Support Index 2025** was specifically created to address a pivotal question: how can we effectively integrate AI to augment human capabilities, rather than replace 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

Within each category, the report showcases tools demonstrated to significantly boost agent performance by automating routine tasks, revealing real-time insights, and streamlining knowledge management. When these technologies are implemented strategically, they serve to empower agents rather than supplant 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,“ stated Costi Teleman, Founder and CEO at IntelligentBee. “Support powered only by AI is efficient. Support driven by humans using AI is effective.”

As hybrid support increasingly shapes competitive advantages within Customer Experience, IntelligentBee’s thoroughly field-tested findings offer invaluable clarity for leaders navigating the rapidly evolving AI landscape.

The Hybrid Support Index 2025 provides a comprehensive overview of the most impactful AI tools propelling advancements in Customer Support and scrutinizes their influence on team performance.

Read the full report:

IntelligentBee specializes in providing Human-First, AI-Enhanced Customer & Technical Support solutions tailored for burgeoning Tech, SaaS, and E-commerce enterprises. The company integrates the efficiency of AI with genuine human empathy to foster trust-based experiences that not only retain customers but also stimulate growth. Each interaction generates actionable insights, facilitating more intelligent and swift business decisions. IntelligentBee is committed to growing alongside its partners, ensuring every conversation yields significant value.