The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom How a “Bot Wrangler” uses AI to scale support without compromise
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Jun 27, 2025 Sam Miller, Customer Support Operations Manager at Dental Intelligence and a master of automation, talks with Ruth O’Brien about the innovative fusion of AI and human support. He shares insights on how AI systems like Finn are not only streamlining workflows, but also transforming customer interactions from transactional to consultative. They discuss the ongoing shift in customer support roles, the importance of trust in AI, and how balancing automation with the human touch enhances overall service quality.
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Humans Handle Complex Support
- Dental Intelligence's human agents now focus on complex, consultative support rather than simple queries.
- They guide less tech-savvy dental professionals through complicated workflows and provide personalized success support.
Blurring Support and Success Roles
- The distinction between product support and customer support is blurring.
- AI handles quick product queries, freeing humans to focus on deeper customer success work.
Overcoming AI Security Concerns
- Dental Intelligence faced security concerns integrating AI due to sensitive health data.
- After approval, staff embraced AI as it reduced tedious work and enabled growth opportunities.