The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Strategies for getting executive buy-in to adopt AI-first CS
Jul 25, 2024
Bobby Stapleton, Senior Director of Human Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into strategies for gaining executive approval for AI-driven customer service. Constantina Samara, Head of Support at Synthesia, and Pat Barlow, Support Lead at Dovetail, share their firsthand experiences with AI adoption. They discuss overcoming executive skepticism, the importance of data-driven insights, and how AI can revolutionize customer support through enhanced efficiency and 24/7 assistance.
21:04
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Quick takeaways
- Understanding the varying mindsets of executives regarding AI adoption is crucial for tailoring deployment strategies effectively.
- Demonstrating tangible benefits and involving frontline staff can significantly enhance executive buy-in for AI initiatives in customer support.
Deep dives
Understanding Executive Mindsets
Different executives have varying mindsets regarding the adoption of AI in customer support. Some may be eager to implement new technologies, driven by the belief that they will enhance operational efficiency, while others may express concerns about data privacy and potential disruptions. For support leaders, it is essential to grasp these mindsets and tailor their AI deployment strategies accordingly. By aligning the benefits of AI with the perspectives and priorities of the executive team, leaders can foster better acceptance and integration of AI tools.
