Exploring the Future Role of Support Personnel in an AI-Driven Customer Service Landscape

In this enlightening episode of the AI Native Dev podcast, Des shares invaluable insights into the strategic decisions and challenges faced along the way of Intercom's AI journey, highlighting the pivotal moments that shaped Intercom's AI-first approach. The discussion delves into the evolution from AI-assisted tools to autonomous AI agents, organizational changes, and the future of AI-powered customer support. Des also emphasizes the importance of up-to-date knowledge bases and disciplined adoption of AI tools. This episode is a must-listen for anyone looking to understand the impact of AI on customer service and the broader implications for development practices.

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