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

The Hidden Cost of Misdiagnosing Customer Issues (And How AI Can Help)

Mar 27, 2025

Maxime Manseau, VP of Support at Birdie, shares insights on effective customer support operations. He discusses the hidden costs of misdiagnosing customer issues, highlighting that prolonged resolution times lead to frustrated customers and exhausted agents. Manseau emphasizes the importance of AI tools, like Birdie’s unique reverse screen recording feature, to enhance issue understanding. The conversation also touches on the need for empathy in support roles and the irreplaceable value of human interaction in an increasingly automated landscape.