The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

AI is giving customer service a long-overdue promotion. But what does that really mean? In this episode, Leanne Harte, Senior Manager of Customer Support at Intercom, sits down with Guneet Singh, VP of Customer Experience and Care at AppFolio, to discuss how AI is transforming support from a cost center into a growth engine. They unpack how to rethink ROI beyond cost savings, build systems that keep AI performing at its best, and reimagine team roles, culture, and success metrics in an AI-first world.Watch this episode on YouTube: https://youtu.be/JQufKRxPKjU?si=BqxKaelTPgijwU5pNewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Learn more about Pioneer: pioneer.fin.ai Explore Fin: https://www.fin.aiRead customer success stories: https://www.intercom.com/customersProduct FAQs: https://www.intercom.com/help See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We used to believe only humans could solve messy, high-stakes customer problems. But what happens when AI Agents prove they can do this too?In this episode, Declan Ivory, VP of Support at Intercom, and Natalie Hurst, Senior Director of Customer Success at Nuuly, unpack how, with AI handling ever more complex customer interactions, the world of customer experience is being reshaped and what this shift means for leaders, human teams, and the trust customers place in AI.Watch this episode on YouTube:Follow the people:https://www.linkedin.com/in/decivory/https://www.linkedin.com/in/natalie-hurst-8a1712b/Newsletter:Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hi:LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Ruth O’Brien, Senior Director of AI Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into Fin Procedures – a powerful new way for Fin AI Agent to handle complex, multi-step queries. Hear how Intercom’s own support team is using Procedures in practice, and the impact customers are seeing so far – from higher resolution rates to improved CSAT.Learn more about Procedures here: https://fin.ai/proceduresWatch this episode on YouTube: https://www.youtube.com/watch?v=4sRen1ty1NUFollow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/decivory/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom's Senior Director of AI Support, Ruth O’Brien, and VP of Customer Support, Declan Ivory, recap Pioneer, our summit for AI customer service leaders. They cover the announcement of Fin 3, the best-performing AI Agent capable of handling the most complex queries, our vision for a Customer Agent future, ideas on AI as a convergent force, and more.Watch talks from Pioneer here: https://pioneer.fin.ai/Watch this episode on YouTube: https://youtu.be/crsUL6wmItg?si=ZuKEN-b5vtDP4YinFollow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/decivory/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of The Ticket, Ruth O’Brien, Senior Director of AI Support, is joined by Sean Reid, New Product Introduction Program Manager, and Beth-Ann Sher, Senior Knowledge Manager, to unpack how Intercom handles 500+ product launches a year. They share how the NPI (New Product Introduction) process enables both Fin and human teammates to deliver seamless support, why knowledge management is so critical in an AI-first world, and how cross-team collaboration ensures every launch is a success.Watch this episode on YouTube: https://youtu.be/dK77eHDupXA?si=bWmnyckXmaT2aj7NFollow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/beth-ann-sher/https://www.linkedin.com/in/sean-reid-435681174/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of The Ticket, Vanta’s Director of Customer Support, Margarita Wilshire, joins Intercom’s Senior Director of Human Support, Bobby Stapleton, to share how her team blends human expertise, customer education, and AI innovation to deliver fast, trustworthy, and scalable support – while keeping customer experience at the heart of everything they do.Watch this episode on YouTube: https://youtu.be/72V2C-QR6pw?si=BnGXQQNR-mYLAriOFollow the peoplehttps://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/margaritawilshire/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode, Senior Director of AI Support Ruth O’Brien and VP of Support Declan Ivory take you inside part two of Intercom’s AI Agent Blueprint: "Scale it." They share lessons from being the first support team in the world to deploy a generative AI agent and dive into the organizational shifts that make scaling the impact of AI possible. From introducing new roles like conversation designers and AI ops managers, to keeping customer experience front and center, and rethinking support economics to prove long-term business value, it’s a candid look at what it really takes to scale AI in customer service.Watch this episode here: https://youtu.be/zUw0IyehCuw?si=w5F8ElMVf1_-9nLvRead the AI Agent Blueprint here: https://fin.ai/blueprintNewsletter:Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Follow The Ticket podcast:Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVFRSS Feed https://art19.com/shows/inside-intercomSay hi:LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Ruth O’Brien, Senior Director of AI Support at Intercom, sits down with George Dilthey, Head of Support at Clay, to explore “The Wheel” – Clay’s 15-month rotational program that begins in customer service and develops the next generation of tech leaders.Find out more about The Wheel program here.Watch this episode on YouTube: https://youtu.be/zUw0IyehCuw?si=4UQjiDQuAYWfkZ8oNewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We've just launched "The AI Agent Blueprint" – a two-part strategic map for launching and scaling AI in customer service. It's designed to help customer service, CX, and AI transformation leaders deploy fast, scale with confidence, and achieve meaningful business transformation with AI.In this episode, Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory unpack what's in the Blueprint, sharing hard-won lessons from Intercom's own journey deploying AI, why it's not about AI for AI's sake, and what support leaders need to get right during this transformational time – from building a business case to rewiring their team structure. It's a grounded, behind-the-scenes look at leading a CS organization through AI transformation.Read the AI Agent Blueprint: https://fin.ai/blueprintWatch this episode on YouTube: https://www.youtube.com/watch?v=ildUg7TrJfINewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As AI agents deflect more and more customer conversations, support teams are being thrown straight into the deep end. In this episode of The Ticket, Senior Director of Human Support at Intercom Bobby Stapleton chats with Mark Hughes, Co-Founder and CEO of SolidRoad - an AI-first training and QA platform transforming how CX teams ramp, upskill, and retain talent. They discuss the death of tier-one support, why simulation-based training is essential in an AI-first world, and how the best companies are training not just their humans - but their AI agents too. Watch on YouTube: https://youtu.be/8k6g-z0zrBI?si=hCF7wKc4tz2EMhXjNewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/ Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

How do you keep your AI agent accurate when the product changes every week? Bobby Stapleton, Senior Director, Human Support, Intercom, chats with Ruth O’Brien, Senior Director, AI Support, Intercom, about how Intercom’s support team maintains 75%+ resolution rates - from the processes behind new product launches to the culture of continuous improvement across both AI and human teams.Watch on YouTube: https://youtu.be/7poemldqBjc?si=DQ8C4Z_0aqzLbzccFollow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/bobbystapleton/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Check out our /ideas podcast: https://youtu.be/GPkDfauTz6I?si=oFDgt6Phe4jBG0ZUFollow The Ticket podcast:Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVFRSS Feed https://art19.com/shows/inside-intercomSay hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom power user and automation expert Sam Miller, Customer Support Operations Manager at Dental Intelligence, joins Ruth O’Brien, Senior Director, AI Support at Intercom to share how his team blends AI and human support to deliver a high-quality experience at scale. Follow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/samueljacobmiller/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/ Follow The Ticket podcast:Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVFRSS Feed https://art19.com/shows/inside-intercomSay hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomwww.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

CSAT has long been the go-to metric for support teams - but now there's a better way to measure how customers really feel. In this episode, Jared Ellis, Senior Director of Global Product Support at Culture Amp, joins Intercom’s Bobby Stapleton to explore his team's experience trialing Intercom’s new AI-powered Customer Experience Score. They unpack the limitations of traditional CSAT, why measuring every conversation matters, and how AI is helping them turn “neutral” experiences into standout ones.Watch this episode on YouTube: https://youtu.be/QF8nxSXzdlo?si=W8KEtdHXhAw2JUGkFollow the peoplehttps://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/jaredellis/NewsletterSign up for *The Ticket:* A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSay hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomwww.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

When customer experience lives in silos, customers feel the gaps — and businesses miss opportunities to build loyalty. In this episode, John Durocher, Chief Customer Officer at Calix, joins Intercom’s Senior Director of Human Support Bobby Stapleton to discuss how breaking down silos, embedding customer success into every team, and using AI for smarter frontline support can transform the customer journey. They also dig into why trust, simplicity, and attention to small details are key to creating standout experiences.Watch on YouTube: https://youtu.be/dXgbGKpSEvk?si=9AAgNy4-vQvRzrBJFollow the people:https://www.linkedin.com/in/johndurocher/https://www.linkedin.com/in/bobbystapleton/Newsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterFollow The Ticket podcast:Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVFRSS Feed https://art19.com/shows/inside-intercomSay hi:LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomGet a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/finwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Customer experience is only as strong as the feedback that shapes it but fewer customers are speaking up. In this episode, Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute, joins Intercom’s VP of Customer Support Declan Ivory to unpack the decline in customer feedback – and what it means for businesses aiming to deliver world-class experiences. They explore the trust gap, survey fatigue, and rising expectations, and explain why great CX now depends on smarter, faster listening. From adaptive surveys to AI-powered insights, they reveal how leading companies are transforming how they capture feedback and continuously improve the customer journey.Watch on YouTube: https://youtu.be/D2f-8ATNvZA?si=thBjoaNFvr3M1-2cFollow the people:https://www.linkedin.com/in/decivory/https://www.linkedin.com/in/isabelle-zdatny-ccxp-xmp-85932667/Newsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.https://inter.com/productpodcastFollow The Ticket podcast:Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVFRSS Feed https://art19.com/shows/inside-intercomSay hi:LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomGet a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/finwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Too often in support, more time is spent diagnosing an issue than resolving it – and that’s a problem. In this episode, Maxime Manseau, VP of Support at Birdie, joins Intercom's Senior Director of Human Support Bobby Stapleton to explore the hidden costs of misdiagnosis in customer support: longer resolution times, frustrated customers, and burned-out agents. They discuss how improving issue understanding upfront – through better workflows, AI-powered tools, and even screen recordings – can dramatically reduce back-and-forth and create a smoother customer experience. Plus, they explore why human support still matters in an AI-first world, and how that directly impacts your customers.Watch on YouTube: https://youtu.be/vxxH1Ulw7FA?si=oz1GqLaByFbq_TrKFollow the people:https://www.linkedin.com/in/maximemanseau/https://www.linkedin.com/in/bobbystapleton/Newsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.https://inter.com/productpodcastFollow The Ticket podcast:Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVFRSS Feed https://art19.com/shows/inside-intercomSay hi:LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomGet a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/finwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Our vision for Fin, Intercom's AI agent, is to answer any question, on any channel, across any platform. With our latest Built For You announcements, that vision is now a reality. Join Chief Product Officer Paul Adams and other product leaders as they introduce exciting new capabilities.Watch the video here: https://bfy.intercom.com/Newsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productpodcastFollow The Ticket podcast:🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF💻 RSS Feed https://art19.com/shows/inside-intercomSay hi on 👋LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomGet a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/finwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As RB2B scaled, its support team needed a way to handle growing demand without adding headcount. Head of Technical Operations Robb Clarke turned to AI as the solution. In this conversation with Intercom's Senior Director of Automated and Proactive Support Ruth O'Brien, Robb details how implementing Fin AI Agent created a scalable support system that now resolves 65% of inquiries automatically – saving the team 132+ hours monthly. He shares practical insights on building customer trust in AI interactions, continuously improving resolution rates through knowledge base optimization, and why support leaders shouldn't wait to embrace AI – offering valuable lessons for teams at any stage of growth.Watch this episode on YouTube: https://youtu.be/e-MsSQI9bYU?si=9YNQuOBhNRamJKO0😁 Follow the people:https://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/robbclarke/Newsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.https://inter.com/productpodcastFollow The Ticket podcast:🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF💻 RSS Feed https://art19.com/shows/inside-intercomSay hi on 👋LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomGet a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/finwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of The Ticket, Ruth O'Brien, Senior Director of Automated and Proactive Support at Intercom, joins Bobby Stapleton, Senior Director of Human Support at Intercom, to break down key insights from Intercom’s 2025 Customer Service Transformation Report and unpack how AI is reshaping support teams, driving efficiency, and elevating customer experiences. They explore why AI adoption is accelerating, the rise of new AI-powered roles, and how businesses can navigate this shift.Read the 2025 Customer Service Transformation Report here: https://transformation.intercom.com/?utm_source=ii-blog&utm_medium=internal&utm_campaign=20250128_all_wc_all_global_enus_all_all_all_cst25&utm_content=podcastWatch this episode on YouTube: https://youtu.be/akmG3si14Qk?si=eoPf8LIO0tg-oTHy😁 Follow the people:https://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/ruthieob/Newsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.https://inter.com/productpodcastFollow The Ticket podcast:🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF💻 RSS Feed https://art19.com/shows/inside-intercomSay hi on 👋X: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilotwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Anthropic has successfully implemented AI-first strategies to manage customer support more efficiently, allowing human reps to refocus their efforts on higher value work, all while enhancing service quality. On today's episode we're joined by Emily Lampert, Head of Product Support at Anthropic, to unpack the real-world impact of AI-first support. They discuss why Anthropic—one of the world’s leading AI labs—chose to partner with Intercom, how they balance AI automation with human expertise, and what the future holds for AI-powered customer service.Watch this episode: https://register.events.intercom.com/ed38b9a7-0080-44a1-8e71-724ac9914b65/?referrer_page=224f8efc-761b-4a74-baf7-e0fccdb666bb😁 Follow the people:https://www.linkedin.com/in/emilylampert/https://www.linkedin.com/in/markiafrate/Newsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productpodcastFollow The Ticket podcast:🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF💻 RSS Feed https://art19.com/shows/inside-intercomSay hi on 👋X: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilotwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.