The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom Off Script: Imagining the next era of customer service
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Oct 30, 2024 
Eoghan McCabe, CEO of Intercom, dives into the revolutionary impact of AI on customer service. He explains how AI technology is evolving from basic bots to sophisticated, personalized support systems. The conversation illuminates the remarkable potential for AI to enhance customer experiences by integrating with human capabilities. McCabe predicts a future where bots may even surpass human expertise, detailing the race to innovate within the customer service landscape.
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Poor Online Service
- Online service is poor, slow (e.g., 12-hour response times), and has low quality.
- Customers accept this due to the internet's efficiency and scale benefits.
Customer Service Evolution
- The history of online customer service is short, starting with email, then evolving to help desks.
- Current solutions primarily manage conversations and tickets, with limited innovation.
Generation 1 AI Agents
- Generation 1 AI agents will be more conversational, personalized, and present across channels.
- They'll also take actions, increasing resolution rates with model improvements.