- Shopify leverages AI to maintain flat headcount amid restructuring efforts.
- Over 50% of merchant support interactions assisted by AI in Q1.
- AI unlocks multilingual 24/7 support, boosts efficiency.
Support soars with AI assist
Shopify executives revealed that embracing AI has played a pivotal role in maintaining a flat headcount over the past three quarters, aligning with the company’s “new shape” restructuring efforts.
Shopify’s Support division has been a trailblazer, with over half of merchant interactions assisted by AI in Q1.
This revolutionary approach reduced response times, encouraged open dialogue, and alleviated employee workloads.
Multilingual, 24/7 service unlocked
Internal AI tools enabled Shopify to offer multilingual support around the clock, a capability previously limited to traditional working hours, enhancing the merchant experience exponentially.
While boosting efficiency, Shopify’s AI integration has sparked organizational shifts within Support.
Employees brace for potential manager layoffs as team structures realign for optimal agility.
